WhosOn comes with user activity monitoring inbuilt. Your supervisors can access daily agent activity logs, complete with a comprehensive range of details.
So, this means you can track productivity and keep a close eye on how your agents are working throughout the day. Here’s what you need to know about your agent activity logs:
• Agent activity logs are accessed in the WhosOn settings portal, away from the chat client
• Each log is filtered in a handy calendar view, using a granular day-by-day approach
• Logs include activity details such as status and time in (and out) of chat sessions
• They also reveal performance-based metrics such as chat ratings and sentiment scores
• Chat transcripts are present alongside the agent’s activity log, which you can click to view