Hello Chris,
I will go through your chat transcripts and take steps accordingly. Our livechat load has increased recently as we have more than 30 chats running at any given time and its really difficult to have all those managed by few people equivalent to Martin. Most of our senior staff members are mainly focussed on Tickets only as they don't need more than 1 - 2 minutes to resolve a ticket, however each livechat takes much long time to close.
We do have some excellent staff members on livechats as well as phone support, but new staff members are recruited every month and it takes some time for the new staff members to raise their level to that of their seniors.
As I said, I will go through your livechat transcripts and find out which staff members need more grooming to make them perform better.
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