The reports that you produce are great but they're not exportable and so we can't connect them to the rest of our internal services.
It would be wonderful if there was an API that we could contact to get:
- Chats per agent
- Missed chats
- Chat transcripts
- First Response times
Either that, or somehow make this data exportable from your site/app somehow.
This is absolutely crucial.
While an API is a lot of work, it's idea. But what we really need is the ability to export data, or at the very least let us see reports based around agents, as well as chats.
From a management perspective I need to know what agents are doing their job, and which agents are not. Currently this is extremely labor intensive.
TLDR; Let us see reports about agent performance, without having to filter, hand copy data to excel for every agent, and then compare.
This is critical to succeed with the white labelling ;)