Real time agent analytics for when they are engaged in a digital interaction
Have a real time report/widget that will show digital interactions connected to an agent
Jennie
shared this idea
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Eric
commented
To add to this, the real-time analytics for agents does not show the supervisors when agents are on chat. Their status will continue to say available. This is particularly frustrating when the supervisors show queued calls but agents are in available state via a digital interaction such as chat.
The real-time agent reports MUST show ENGAGED when agents are engaged in digital interactions.
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Hannah
commented
We are requesting the addition of an "Active Digital Interactions" (or "Active Chats") column within the Real-Time Agent widget. Currently, while the dashboard shows agent states (e.g., Available, Engaged) and call-related metrics, there is no direct visibility into how many live chat interactions an agent is currently handling.