Automated scheduled reporting capabilities
Currently there are various metrics available in the reporting section, however there is currently no functionality for setting up automated/scheduled reports. These would be very useful, and in our case would be setup to be run at the end of each shift. Sent to the shift manager it would allow them to receive an overview of their teams shift without having to go into the Comm100 console and fine tune the reporting.
For example we have two shift patterns. 7am-7pm and 7pm to 7am. An automated report showing chats received, chats missed, chat acceptance rate, average waiting time etc would be very useful and allow us to highlight capacity issues/training requirements sooner.