Documentation forSolarWinds Service Desk

Chat

Tracking length of processing times of service processes is an important KPI every Service Desk manager needs to review. Therefore, we have created a number of chat reports which provide you with visibility into agents and requesters.

Chat Time Tracking Report

This report focuses on:

  • Chat times
  • Chat breakdown by different groups

Let's review the example below to better understand the data.

Track the time it takes for agents to:

  • Accept chats
  • Respond

  • A verage time to end a chat.

You can view this data grouped by:

  • Agents
  • Requesters
  • and Department

Chat Volume Breakdown Report

This report provides visibility into how your agents are spending their time and the frequency the Chat feature is being used throughout your organization.

Here you can track the number of chats:

  • Agents accept
  • Requesters start
  • and how many chats are generated per:
    • Site
    • Department