Dashboard / Cockpit to monitor SLA's /Team performance
Although advanced reporting is available when using the API, it would also be great to offer a real-time dashboard to monitor the team's performance.
Main questions to answers:
1) What's the customer's experience?
1A) What's the average wait time today?
1B) % of customers who do not receive an answer (within SLA/ at all) today?
1C) Today's customer happiness (this requires an option to measure transactional csat)
(Are we staffed adequately? Do we have enough agents available?)
2) Agent performance
2a) Number of interactions per agent today
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Thanks for sharing Liselotte. We are planning to improve our statistics in the near future, so input for improvements is definitely welcome.
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A little update on this, we have just launched our User dashboard within the Reports section of Trengo.
More info on this can be found here:
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Jessica Gajadien and Tim van den Dam I noticed you created/liked a similar feature. Please like and follow this one and add information to it if necessary. I will keep you updated here!
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Hi there Dennis ! I saw you left a similar post concerning this topic - feel free to like and follow the post and leave a comment. I have deleted your other post in order to maintain visibility and avoid duplicate posts 😊
