It often happens with us that there are 6-7 online agents, but there are only 3-4 clients in the chat. And literally two minutes later, you look and there are already 20 customers in the queue. We could not understand what was happening and how we could distribute the load to serve customers on time.
And now, according to the reports of Usedesk, we finally saw the load and understood what the matter was. In our chat, employees work in two shifts: from 8:00 to 17:00 and from 17:00 to 2:00. From 12:00 to 15:00, employees usually leave for lunch, not all simultaneously, but in turn – someone at 1:00, someone at 2:00, etc. But all the same, there are fewer people on the line, and at this time, the peak of the load occurs. Then we decided to make another shift from 12:00 to 21:00, and now, when employees from the first shift go out for lunch, the third shift is on duty.
The same occurs with the shift change – at 17:00, the first shift already wants to leave, but messages continue to pour into the chat; they need to be processed. As a result, we wasted those 5-10 minutes while the shift workers entered the system. Now they are being covered by employees from the third shift.
We monitor the load every day, especially during the billing period, fees change. When the load grows, we urgently try to strengthen the team and attract someone for revision. If the load is small, we, on the contrary, reduce the number of operators on the line.