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New Agent Performance

5min

Metrics

1. Quality Metrics

Metric

Definition

How to read this metric

Total Chats Handled

Chats assigned, transferred, reopened, resolved by the agent

Higher the total chats handled by an agent, higher the activity of the agent

Chats Transferred

Chats transferred by the agent to another agent

Higher the number of chats transferred, lower the quality rating of the agent

Chats Resolved

Chats resolved/ closed by the agent

Higher the number of chats resolved by the agent, higher is the quality rating of the agent

Chats Unresolved

Chats left unresolved by the agent

Higher the number of chats unresolved, lower the quality rating of the agent

User Feedback %

% of Chats with  +ve feedback

Higher the user Feedback %, higher the quality of the agent

2. Productivity Metrics

Metric

Definition

How to read this metric

Total Chats Handled

Chats assigned, transferred, reopened, resolved by the agent

Higher the total chats handled by an agent, higher the activity of the agent

Chats Assigned

Chats Assigned to the agent

Higher the total chats assigned, higher the activity of the agent

Agent Replies

Replies sent by the agent

Higher the number of agent replies, higher the activity performed by the agent

1st Response SLA %

% chats meeting first response SLA

Higher the 1st Response SLA%, higher the productivity of the agent

Resolution SLA %

% of chats resolved within the SLA

Higher the Resolution SLA%, higher the productivity of the agent

3. Performance Metrics

Metric

Definition

How to read this metric

Total Chats Handled

Chats assigned, transferred, reopened, resolved by the agent

Higher the total chats handled by an agent, higher the activity of the agent

Avg. Resolution Time in Business Hrs

Avg. Time taken to resolve/ close a chat in Business hrs

Lower the resolution time, better the performance of the agent

Avg. Response Time

Avg. time taken by the agent to respond

Lower the response time, better the performance of the agent

Avg. 1st Response Time in Business Hrs

Avg. time taken by the agent to send the first response 

Lower the 1st response time, better the performance of the agent

Avg. Assign Time in Business Hrs

Avg. time taken to assign a chat to the agent

Lower the assign time, better the performance of the agent

Avg. Assign Time in Calendar Hrs

Avg. time taken to assign a chat to the agent

Lower the assign time, better the performance of the agent

Avg. Resolution Time in Calendar Hrs

Avg. Time taken to resolve/ close a chat in Business hrs

Lower the resolution time, better the performance of the agent



Updated 03 Mar 2023
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TABLE OF CONTENTS
Metrics
1. Quality Metrics
2. Productivity Metrics
3. Performance Metrics