Monitoring chat activity with Analytics Follow

Comments

3 comments

  • Avatar
    Maggie Anderson

    Hi there! Is there a way to see, or create a metric that shows an individual agent's AHT or Total Time Spent in chat?

    We are 24/7 and I believe we will have multiple agents on a single chat, so we need to know how much time each individual agent spent on a single chat that is shared with other agents.

     

    Thank you!

  • Avatar
    Aswin Kannan

    These reports are pointless as they are all generated in UTC. It needs to be in our account time-zone.

  • Avatar
    Robin Dublon

    I agree why are these reports sent at 4pm only? I assume this is the US timezone for these reports, which are useless. I need them daily for reporting activity for the previous day. And having them by the afternoon is useless.

    Can this be changed?

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