Agent Performance

5min

﻿1. Introduction﻿Agent Performance dashboard provides analytics to help you understand and track the efficiency of agents in answering users’ queries
﻿2. Availability﻿The Live Chat – Agent Performance Dashboard section is available for supervisors and the agents and can access the Agents section under the Analytics -> Live Chat menu option
Note: This dashboard will reflect the data only after 16th November, 2021
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﻿3. Metrics﻿The key metrics for each agent are: Inbound Requests, Resolved Requests, User Feedback, First Response SLA %, Resolution SLA %, Average first response time (in mins), Average resolution time (in mins)
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Inbound Requests: Number of inbound requests (new requests – both new conversations + re-opened conversations handled by both bot and agent) for the chosen time range
Resolved Requests: Number of inbound requests resolved
User Feedback: User Feedback is calculated as x% positive
First Response SLA%: Percentage of inbound requests where first response time is within SLA for first response
Resolution SLA%: Percentage of inbound requests where resolution time is within the SLA.
Average first response time (in mins): Average time in minutes for first response for inbound requests
Average resolution time (in mins): Average time in minutes for resolution for inbound requests
FiltersFollowing filters can be applied to further drill down the data,
Category – Filters available on categories can be applied to get agent level data
Channels – Channel wise data breakdown can be applied to get agent level data
Date – Date filter can be applied on the agent level data, to get agent performance on a day level