Live Reporting for Messaging Improves Task Management
Live reporting for Messaging lets supervisors view agent availability, workload and online statuses – all from one dashboard.
The following live data widgets are now available for Messaging:
- Conversations in queue – New conversations waiting for an agent to respond
- Active conversations – Ongoing conversations (related to tickets with Open status) that have a new message from the end user or agent
- Agents online – Agents with Online status
- Agents away – Agents with Away status
- Agents invisible – Agents with Invisible status
- Average time in queue – The average time spent for new conversations waiting for an agent to respond
- Longest time in queue – The longest time spent for new conversations waiting for an agent to respond
In addition, you can create the following two reports manually to report on your messaging history.
