Performance Details

Report for a customer support company to tracks and evaluate individual agents performance.

Filters and Options

1. Agent Filter: Allows you to filter the data for specific agents or view it for all agents.

2. Department Filter: Allows you to filter the data based on departments created.

3. Channel: Allows you to filter data based on the channel used by the customer.

4. Time Range Selection: Provides options to select the desired time range for analysis: Last 1 Day, Last 7 Days, Last 30 Days.

Time Series Details

• Hoourly: Displays the number of chats interacted hour-wise.

• Daily: Displays the number of chats interacted day-wise.

• Monthly: Displays the number of chats interacted month-wise.

Report Elements

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

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

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

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

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

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

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

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