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.
- Calls in queue;
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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. -
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!
