Posts

Posts

  • SC
    Users can save chat logs via email6
    Idea posted July 28, 2009 by SCSpecialist, tagged Chat, Other in Discussion Forum > Idea Lab public
    Title:
    Users can save chat logs via email
    User Story / Description:
    Suggestion: have an option for users to be able to have Chat logs sent to their emails
  • Carol Volk
    Analytics for Chat1
    Idea posted June 29, 2009 by Carol VolkExplorer, tagged Chat in Discussion Forum > Idea Lab public
    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?