Today, we have reports on a Dashboard that shows:
- How many users are in the queue
- List of users with short description of what they need help with and the transfer to live chat
- How many active answered chats (chats in progress)
- List of Technicians in chat
Since this is on a Dashboard and using reports, we need to refresh the Dashboard to see the current information.
There are times, we have over 10 chats in queue waiting, sometimes only one technician answering chats and the wait is over an hour.
I was asked if it is possible to send a message or notification when the chat queue is crazy busy, the wait time is long and only one person working chats. Of course, I come here to see if anyone has any idea how to do this notification.
Going to call this out - luckily, this is for internal employees only. We have a lot of employees that need help from our Help Desk and a very small Help Desk team.
Wondering if there is a way to set this up using the Queue table maybe? to send a message to the leads when necessary.
