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Topic

    Rosemary O'Connor
    Chat Real Time Statistics Reporting - Browser UI
    Topic posted December 6, 2018 by Rosemary O'ConnorRed Ribbon: 250+ Points 
    19 Views, 3 Comments
    Title:
    Chat Real Time Statistics Reporting - Browser UI
    Summary:
    Chat Real Time statistics not available in Browser UI
    Content:

    Hi

    A number of our business teams want to move to using the Browser UI rather than the Desktop Agent but cannot do so as the Real Time Statistics reports for Chat are not available - well the reports are available but there is no data.

    Is it envisaged that there will be an equivalent available for the Browser UI any time soon - or can suggestions be made as to how to get the statistics?

    This is a real deal breaker for multiple business areas.

    thanks

    Rose

    Version:
    18D

    Comment

     

    • Jessica Bradley

      Hi Rose! 

      I can answer that yes--we do plan to add real-time reporting for Chat in BUI, but this is not planned for the next 2 BUI releases.

      If you can provide the use-cases for which reports you're wanting agents to access, that might help us respond with some ideas/workarounds.

      --Jessica

      • Justin

        thats awesome, i was just looking to see if that would be available soon

      • Rosemary O'Connor

        Hi Jessica

        Thankyou for your response. Staff supervisors require real time statistics relating to:

        • Chat queues
        • Chat agents

        Including data such as No. of available sessions, No. of Active chats, Average handle times, Max wait times etc...

        This information is currently available in the Chat Agent Home - Real Time reports for example. We have a number of reports that have been customised specifically for particular business areas. I have provided a screenshot of one of these reports as an example. 

        Please let me know if you would like any further information.

        thanks

        Rose