Agent Performance

Agents Overview

The Agent Overview section in REVE Chat provides a powerful line graph that visualizes the number of chats handled over time. This graph helps you analyze chat volume trends and identify peak times for customer interactions. The graph can be customized using various filters, allowing you to view data for specific agents or all agents, and select different time ranges for a comprehensive analysis.

Agents Overview

Features of the Time-wise Number of Chats Graph

Graph Overview

• X-Axis (Time): Represents the time period. Depending on the selected range, it can display data hour-wise or day-wise.

• Y-Axis (Number of Chats): Indicates the number of chats handled.

• Line Graph: Visualizes the number of chats over the selected time period.

Filters and Options

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

2. 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

• Last 1 Day: Displays the number of chats hour-wise.

• Last 7 Days: Displays the number of chats day-wise.

• Last 30 Days: Displays the number of chats day-wise.

Using the Time-wise Number of Chats Graph

Step-by-Step Tutorial

1. Accessing the Graph

   • Navigate to the Agent Overview section of the REVE Chat dashboard.

   • Locate the line graph titled "Time-wise Number of Chats."

2. Applying Filters

   • Agent Filter: Use the drop-down menu to select a specific agent or choose "All Agents" to view aggregated data.

   • Time Range Selection: Click on the drop-down menu to select the desired time range (Last 1 Day, Last 7 Days, or Last 30 Days).

3. Interpreting the Graph

   1. Last 1 Day:

      • The X-axis will display hourly intervals.

      • The Y-axis will show the number of chats handled during each hour.

      • Example: If you select "John Doe" and "Last 1 Day," the graph might show that John handled 5 chats at 9 AM, 8 chats at 10 AM, and so on.

   2. Last 7 Days:

      • The X-axis will display daily intervals.

      • The Y-axis will show the total number of chats handled each day.

      • Example: If you select "Last 7 Days," the graph might show that 50 chats were handled on June 1, 60 chats on June 2, etc.

   3. Last 30 Days:

      • The X-axis will display daily intervals.

      • The Y-axis will show the total number of chats handled each day.

      • Example: If you select "Last 30 Days," the graph might indicate that 500 chats were handled on May 1, 480 on May 2, and so on.

Practical Use Cases

• Identifying Peak Hours: By selecting "Last 1 Day," you can identify the busiest hours of the day, helping you allocate resources more effectively.

• Weekly Trends: By selecting "Last 7 Days," you can observe daily chat trends over a week, which can help in planning weekly staffing schedules.

• Monthly Analysis: By selecting "Last 30 Days," you can analyze long-term trends and identify patterns, aiding in strategic planning and forecasting.

Example

Let's consider an example where you want to analyze the chat volume for the last 7 days for a specific agent, "Jane Smith."

1. Select "Jane Smith" from the Agent Filter drop-down.

2. Choose "Last 7 Days" from the Time Range Selection menu.

3. The graph will update to show the number of chats handled by Jane Smith over the past week, with each point on the graph representing the total number of chats handled each day.

Agent Performance Metrics

In the Agent Performance section, you will find key performance indicators presented in both tabular and graphical formats. These metrics help assess the quality and efficiency of agent interactions with customers. The metrics include:

1. Agent Name: The name of the customer support agent whose performance is being evaluated, e.g. John Doe.

2. Date: The specific date for which the performance data is reported, e.g. June 5, 2024.

3. Total Chats: The total number of chat interactions handled by the agent on the given date, e.g. 25 chats.

4. Average Response Time: The average time taken by the agent to respond to customer messages. This metric is crucial as it affects customer satisfaction and perceived efficiency, e.g. 45 seconds. Calculation: Average Response Time= Number of Responses / Total Response Time

5. Average Resolution Time: The average time taken by the agent to resolve customer issues. This metric indicates the efficiency and effectiveness of the support provided, e.g. 10 minutes. Calculation: Average Resolution Time= Number of Resolved Issues / Total Resolution Time

6. Average Rating: The average customer rating of the agent’s performance, typically on a scale of 1 to 5. This provides direct feedback on the quality of service, e.g. 4.8. Calculation: Average Rating = Number of Feedbacks / Sum of All Ratings

7. Total Feedbacks: The total number of feedback submissions received from customers regarding the agent’s performance, e.g. 20 feedbacks.

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