Workforce Engagement Management

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  • 1.  Is there a report that tells us what portion of a chat agent's Interaction time was spent on two simultaneous chats?

    NEW MEMBER
    Posted 07-04-2022 17:10
    Hi, as part of our targets for chat agents, they're supposed to be taking two chats at any one time, as long as there are chats in the queue. Is there any metric or report that can let us know what percentage of an agent's Interaction time was spent taking two chats? In other words, how can I know how often an agent was doing two simultaneous chats throughout the day. Thank you.
    #InteractionAnalytics

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    Sigli Mumuni
    Questrade Inc
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  • 2.  RE: Is there a report that tells us what portion of a chat agent's Interaction time was spent on two simultaneous chats?

    GENESYS
    Posted 07-06-2022 09:00
    Hi Sigli,

    Does the Agents Metric Report help you with your needs?

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    Tracy
    Genesys
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  • 3.  RE: Is there a report that tells us what portion of a chat agent's Interaction time was spent on two simultaneous chats?

    NEW MEMBER
    Posted 07-07-2022 10:43
    Hi Tracy,
    Unfortunately it doesn't. It only shows the total interactions per agent, but not if they were on two interactions simultaneously. Is this something one can vote for as a feature down the line?

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    Sigli Mumuni
    Questrade Inc
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  • 4.  RE: Is there a report that tells us what portion of a chat agent's Interaction time was spent on two simultaneous chats?

    GENESYS
    Posted 07-08-2022 05:47
    Yes you could raise an idea on the Ideas Lab.

    Also take a look at https://genesyscloud.ideas.aha.io/ideas/INB-I-1356 - you could also add comments on that one.

    Have a great weekend

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    Tracy
    Genesys
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