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
- A verage time to end a chat.
You can view this data grouped by:
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: