Performance Details
Report for a customer support company to tracks and evaluate individual agents performance.
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Report for a customer support company to tracks and evaluate individual agents performance.
Last updated
Was this helpful?
Filters and Options
Agent Filter: Allows you to filter the data for specific agents or view it for all agents.
Department Filter: Allows you to filter the data based on departments created.
Channel: Allows you to filter data based on the channel used by the customer.
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.
