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: https://app.trengo.eu/reports

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  • 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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    • W B
    • W_B
    • 10 hrs ago
    • Reported - view

    Additional to a live dashboard:

    Live traffic on the website and be able to trigger a chat to browsing customers. Sometimes I have customers on the phone which I want to send a direct link to a certain product. I could see them on the website (with older chat provider), trigger chat to open, send link, and boom, customer is directly on the product page they want. 

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  • Kees Scherpenhuijzen and W B thank you for your additional feedback! Since the feedback from the original topic has been completed, could you please start a new topic for these features you requested but are not yet possible in Trengo? Thank you in advance!

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  • 10 hrs agoLast active
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