Daily Agent Performance

A daily agent performance report provides insights into the effectiveness of the customer service team. It covers aspects such as the quality of customer.

1. Date: This indicates the specific date when the agent handled chats. It helps track performance over time.

2. Agent: The agent’s identification or name. This allows tracking their performance and interactions.

3. First Login Time: This is the timestamp when the agent logged in for the first time during the specified date. It marks the beginning of their availability for handling chats.

4. Last Logout Time: The timestamp when the agent logged out for the last time on that date. It signifies the end of their availability for handling chats.

5. Available Time: The total time the agent was available for handling chats. It includes the time between the first login and the last logout.

6. Engaged Time: The actual time spent handling chats, excluding breaks. It represents the productive time when the agent interacted with users.

7. Average Chat Duration: This metric calculates the average duration of individual chats. It helps assess efficiency and workload.

8. Max Chat Duration: The longest chat duration among all the chats handled by the agent. It highlights exceptional cases or potential areas for improvement.

9. Total Handled Chats: The total number of chats the agent managed during their availability. It reflects their workload and productivity.

10. Break Time: The total time the agent took for breaks. Breaks are essential for maintaining focus and well-being during long shifts.

11. Average Rating: The average rating received from users after each chat. It provides insight into user satisfaction and agent performance.

12. Feedback Count: The number of feedback instances received. Feedback helps agents understand their strengths and areas for improvement.

Any questions? Please email us at [email protected]