Time tracking lets you track time spent by each Agent supporting customers and thereby gain a deeper visibility of the overall help desk performance. The time spent is tracked automatically for each ticket when this feature is turned on. Additionally, you can force agents to submit the time spent manually, and add a note if necessary.
Time is tracked only if an agent is active in a ticket (time tracking stops after 30 seconds of inactivity).
LiveAgent enables reporting of Time spent on all tickets from a specific time range. Individual entries can be sorted by agent, ticket, customer, company, report date, billed date, type (manual, auto). A time report can be exported to a CSV file.
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Make action at the right time with customer tracking software
LiveAgent offers a comprehensive suite of customer support tools, including ticketing, contact forms, real-time chat, and social media monitoring. It also features advanced features such as video calling and interactive voice response, as well as the ability to record and store all calls made through the platform. Additionally, LiveAgent offers analytics and reporting tools, as well as a knowledge base and community forum for customers. Overall, LiveAgent provides a powerful solution for businesses looking to streamline their customer support operations.
Improving hold time in customer service can be achieved through educating employees to handle requests more efficiently and considering hiring new staff if necessary. Using various communication channels can also reduce downtime and allow customers to choose the option that suits them best. LiveAgent offers tools, such as time rules and reporting features, to improve customer service productivity and efficiency.
LiveAgent offers various features for businesses to track and improve their customer support performance. This includes agent ranking, agent reports, and channel reports. The platform also offers a comprehensive glossary and resources on customer service benchmarks and email management. A free trial is available, and LiveAgent integrates with other project management and help desk software. Overall, LiveAgent can improve customer support and sales for businesses.
Your customer communication management software at first glance.
In 2019, 41% of consumers switched companies due to poor personalization, while 48% spent more when their experience was personalized. Moreover, 74% of people disliked irrelevant content. To meet customer expectations, companies need customer communication management software that delivers personalized and relevant communications. LiveAgent's software unifies contact channels and ensures cross-channel consistency, enabling highly personalized customer experiences.