Hourly Agent Performance

An hourly agent performance report for a customer support company tracks and evaluates individual agent performance on an hourly basis.

Hourly Agent Performance

1. Agent Details:

   • The table lists agents by name to showcase each agent's performance.

   • Each agent’s availability time and engaged time are recorded.

   • Availability time represents the duration the agent was online and ready to handle chats.

   • Engaged time indicates the actual time spent interacting with customers.

2. Chat Durations:

   • “Average Chat Duration” is the average time spent per chat.

   • “Max Chat Duration” represents the longest chat handled by an agent.

   • These metrics help assess efficiency and workload.

3. Total Handled Chats:

   • Indicates the number of chats each agent managed during the specified time frame.

   • A higher count may indicate productivity, but quality matters too.

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