Real time dashboard

I would like to add the idea for a real-time dashboard in Trengo. Information we would like to monitor is:

- Number of open tickets 

- Number of closed tickets of that day (in total but also per agent/per label)

- The mean of closed tickets per hour (during working times 9-17) (also per agent)

- Availability of agents 

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  • We are currently working on an improvement of our reporting features, including mutliple dashboards for these numbes. You can already check the agent availability here:

  • Hi, 

    Since the list of calls in progress and in queue isn't visible anymore when in a (voice)conversation, i would like to see the following on the availability dashboard:

    • Calls in queue;
      • Number of calls in queue(already available);
      • Who is in queue(Name / company name); 
      • How long is someone in queue;
    • Calls in progress:
      • Number of calls in progress(already available);
      • Who is already in conversation(WOULD have); 
      • How long is someone in queue;

    When this information is available; A voice employee could handle a call much quicker when seeing there is a call in queue. OR a employee could cherry pick a call in queue, cause he already spoke to the customer before. 

    Thanks for the consideration. 

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  • 2 wk agoLast active
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