New Agent Performance
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 |
