Live Agent dashboard

Casey4
Tera Contributor

‎04-28-2023 01:58 AM

Is it possible to build a Live Agent dashboard with these metrics just foR HR

 

  • Volume of chats
  • Number of unique users
  • Average wait time
  • Average chat duration
  • Time-out before agent assigned?
  • Average chat time (idle) until time-out?
  • Region of employee using Live Agent
  • Supervisory Org / Business Area of employee using Live Agent
  • What are Live Agents providing users that the Virtual Agent is not?
  • HR LA User Feedback (ratings + commentary)
Labels:
0 Helpfuls
  • 1,770 Views
4 REPLIES 4

Anurag Tripathi
Mega Patron
Mega Patron

‎04-28-2023 02:03 AM

Hi,

have you checked AWA Operations Dashboard that is available OOB? 

Advanced Work Assignment dashboard for operations

 

I think this already has many things you need.

-Anurag
0 Helpfuls

Casey4
Tera Contributor
In response to Anurag Tripathi

‎04-28-2023 11:57 AM

Thanks Anurag - It does  yes but we need more filters and Drilldowns specific to HR. 

Are we able to modify the Virtual and Live agent dashboards to fit our requirements  (only for hr)

0 Helpfuls

Casey4
Tera Contributor
In response to Anurag Tripathi

‎05-07-2023 12:58 PM

We are not using AWA dashboard

0 Helpfuls

msmith33
Tera Contributor

‎06-15-2023 03:47 PM

We have similar needs for this one too! Sounds like we have similar journeys.

0 Helpfuls