Daily Group Performance
A Daily Group Performance report for a customer support company provides an overview of the team’s daily performance.
Total Chat Request: It represents the total number of incoming chat requests during each day.
Total Chat Sessions: This indicates the actual number of chat sessions handled by agents.
Average Chat Time: The “Avg. Chat Time” is the average duration of a chat session. It reflects how long agents spend assisting customers in each interaction.
Total Queued Chats: It represents the number of chats waiting in the queue.
Avg. Queue Time: The average time a chat spends in the queue before an agent picks it up.
Service Level: “Service Level” is the percentage of chats answered within a specified time (e.g., 1.08% on June 5, 2024). It measures how well agents meet response time targets.
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