Agent Performance

1. Introduction

Agent Performance dashboard provides analytics to help you understand and track the efficiency of agents in answering users’ queries

2. Availability

The 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. Metrics

The 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


Following 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

Updated 23 May 2022
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