4min

Agent Summary

﻿1. Introduction﻿
Agent Dashboard provides analytics to help you understand and track the efficiency of agents in answering users’ queries.
﻿2. Availability﻿
Note: For customers registering after 16th November 2021, this dashboard will not be applicable. They can view Agent Performance dashboard for all agent performance related analytics
The Live Chat – Agent Dashboard section is available for supervisors and the agents and can access the Agents section under the Analytics -> Live Chat menu option.
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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)
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
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