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