Happy New Year! And hope you are having a great holiday season.
Comm100 has just launched a product update featuring Custom Away Status, Individual Agent Report, Status Overview Report and Agent Status Change Log, enabling you to have a better understanding of agents’ status and performance trends.
On top of the built-in general Away status, Custom Away Status allows you to add more specific away status, like Meeting, Lunch Break, Phone Call and more. Your agent can choose one status best describing the actions he/she is performing during his/her away time. Setting up custom away status is a great way to let the entire team know what your agent is up to, and exactly why he/she is “Away”.
The Individual Agent Report provides an in-depth analysis of each chat agent’s individual performance within any period of time. The Agents report allows you to tell performance difference between each agent within or across departments in a given time. While if you want to check one particular agent’s performance trend throughout the same given time, you’ll need to resort to the Individual Agent Report, which provides one agent’s performance (i.e. workload, efficiency, rating and status) by half-hour, day, week and month.
This report shows the total duration of each status about your agents (i.e. Online, Built-in Away, Meal Break, Meeting, Phone Call, and any other custom away status) in a given time period. You can have a detailed view of agents’ status during their logged-in time, and thus are able to gain better control over agent performance.
Agent Status Change Log is a complete record that informs you of each agent’s status change history: when the change happens, and what the status is before and after the change. This enables you to easily monitor and track agents’ status. Besides, Agent Status Change Log is a helpful way to tell whether a change is reasonable when you’re evaluating agent performance.