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    Analytics for Chat
    Idea posted June 29, 2009 by Carol VolkExplorer, tagged Chat 
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    Title:
    Analytics for Chat
    User Story / Description:
    The best way to manage chat agents and queues is through real-time information that provides you with actionable data.  What are the key metrics you use to manage the workload, and what are the outcomes you are looking to achieve?  For example, is reducing consumer wait time your top priority, or do you think more in terms of load leveling across agents?  Is there a single report that would give you the information you need, or would several different views in a real-time dashboard do the trick?