Possible ways to monitor the Live Agent chat queue by Manager

[MR1]

Hi All,

I need your help to know the possible ways to monitor the agent queue, users waiting for the agent acceptances. How many chat requests are abandoned by the agent and how many agents are available or busy with other customers. Overall view of agent chat performance for Agent Manager.

Thanks

[Eric Merkle]

Two main options. check out the docs site for further details 

1. Advanced work assignment dashboards
2. Workforce Optimization (ITSM or CSM) 

[Community Alums · Accepted solution]

Hello,

You can follow the following playlist on YouTube where you can find the reports which are relevant for Agent queue managers.

Videos to help Agent Chat Managers/Supervisors

This will contain all possible scenarios you are looking for. Please let me know in case of further questions.

Please mark this comment as Correct Answer/Helpful if it helped you.

Cheers,

Hardit Singh

Please connect with me on : YouTube , LinkedIn

[mahesh thippani]

Hello

My requirement

Agent based report on how many chat was answered and how many got abandoned