I get around 10 feature requests a year from my customers asking for our support (RNT) chat to notify them when they are connected to an agent. A sound, blinking taskbar, force to top, anything. I believe the first time I submitted this feature request was sometime in 2003 when I was doing RNT Administration for a different Org. I have since submitted a similar FR with every upgrade.

 

This post is to backup those feature requests, and convey the sense of urgency around this very common chat feature. Imagine being a customer, and the extreme frustration you would feel after the second or third time this happened. It really is maddening. Please consider adding a customer notification of some kind to chat.

 

Thanks.

I think it would be a nice addition for staff to have the ability to talk to each other through the agent desktop. The IM could allow agents to send each other answer links as well as asking for assistance on an incident.

It would be great if we had the ability to put separate work hours for separate chat queues.  I am not sure how many people have multiple chat queues, but we do.  When our customers come to our chat site, they are given the ability to speak with three different chat groups and each of these chat groups have different work hours.  Our tech support group pretty much works 24/7, while our customer care group works 8 am - 8 pm and product consultant groups from 8 am - 4 pm.  I have listed in HTML code on our site each groups specific work hours.  However, at times the customers do not appear to read the chat hours that are listed below.  Because of this, the customer can still get into the other queues since tech support is available and it skews the chat stats saying that we had more requests that we really should of.  Having the ability to added multiple work hours would dramatically help us out for both a better customer experience as well as our ability to report on the matter.

It would be nice to change the way the chat monitor is done so when I am trying to read a live chat while one of my reps is working with a customer that the screen does not scroll down to the bottom of chat session.  It becomes kind of annoying each time, when I am monitoring an chat, I come in late into the chat session, and I am trying to read what is going one, but each time the rep or customer sends a message to the chat session it automatically scrolls the screen down to the bottom so you can see the most recent activity.  So then I have to scroll back to where I was just so I can try and see what is going on. 

I would like to see a new option available for the Pull policy on both Incident and Chat queues.  This would include a hybrid of both the Strict Priority and First Due.  It would allow the administrator to assign priority values (1 to 100, with  being the higest priority) to each queue in the servicing list.  If two or more queues have the same priority they are treated equally and the incidents in those queue would default to "First Due" for servicing.

By now most of you have heard about our Cloud Monitor feature, which allows you to keep tabs on what people are saying about your products or your brand.  For chat users, there is a wealth of information contained in chat transcripts that also can tell you quite a bit about how your consumers feel about your products and brand.  What kind of information would you like to mine from those valuable transcripts?

The best way to manage chat agents and queues is through real-time information that provides you with actionable data.  What are the key metrics you use to manage the workload, and what are the outcomes you are looking to achieve?  For example, is reducing consumer wait time your top priority, or do you think more in terms of load leveling across agents?  Is there a single report that would give you the information you need, or would several different views in a real-time dashboard do the trick?

How many of you have interest in or plans to use Chat to drive revenue?

How many of you have a third party product that handles queueing and routing for agents, and would like RightNow to integrate with that software?

Suggestion: have an option for users to be able to have Chat logs sent to their emails