The lack of responses makes me think that I haven't explained my problem well enough.
Help center live gives a very nice log of all the live chats. This is necessary and useful. Supervisors can check the issues raised and follow up if necessary.
But what about the messages sent when there is no operator online? They go to the designated person's mailbox and that's it. How can a supervisor gain overview about
- The amount of emails sent
- The topics raised
- The times when requests are sent
If an executive wants to decide which operators should be online longer or at a certain time, he/she needs indeed to be able to assess the traffic and activities outside of the presently logged activities (meaning the times where chat sessions are logged).
Am I completely out of mainstream logic with this one?