Metrics

Now track key metrics like response times, SLA breaches, and customer satisfaction scores to optimize agent performance and enhance customer interactions for improved service quality!

Accessing the Metrics Report

To access the Agent Availability Report, navigate to the REVE Chat dashboard and follow these steps:

1. Click on the Reports section from the left-hand menu.

2. Select Agent Analytics.

3. Click on Metrics.

Key Features of the Metrics Report

Filters and Options

1. Time Range Selection:

   • Last 1 Day: Displays availability data for the past 24 hours.

   • Last 7 Days: Displays availability data for the past week.

   • Last 30 Days: Displays availability data for the past month.

2. Agent Filter: Allows you to filter data for specific agents or view data for all agents using a drop-down menu.

3. Channel Filter: Allows you to filter data for specific channels using a drop down menu

Visual Representation

• Total Handled Chats: refers to the number of customer chats that agents have actively managed and responded to within a given timeframe.

• SLA Compliant Conversations: refers to the percentage of conversation where agents meet the predefined service-level agreement (SLA) targets for response and resolution times, ensuring timely support and adherence to quality standards.

• First response SLA achieved: refers to the percentage of conversations where the initial response time met the service level agreement (SLA) target.

• Every response SLA achieved: refers to the percentage of conversations where each follow-up response from the agent or bot met the predefined service level agreement (SLA) time for response.

Agent Metrics

Agent metrics refer to key performance indicators (KPIs) that help evaluate the performance and effectiveness of customer support agents. These metrics track various aspects of an agent's interactions with customers, such as response times, resolution times, customer satisfaction, and adherence to service level agreements (SLAs).