I suggest you ...

Reporting API

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
- etc...

Either that, or somehow make this data exportable from your site/app somehow.

Thank you

97 votes
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Rob Forrest shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →


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  • Robbert-Jan commented  ·   ·  Flag as inappropriate

    An API integration or an data export would really help us as well. We have over 100 care agents using the platform (very happy with it) and serve multiple countries. With an API connection, we will be able create a learning culture within our care teams and will help to see supervisors where we need to staff additional people. We would be more than happy to pay for this feature as well.

  • Dan commented  ·   ·  Flag as inappropriate

    This is crucial along with access to reports without seeing transcripts of chats. for example the there should be a role that can administrate users and reports with out seeing chats for compliance.

  • RA-Tech commented  ·   ·  Flag as inappropriate

    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.

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