Hourly Agent Performance
An hourly agent performance report for a customer support company tracks and evaluates individual agent performance on an hourly basis.
Last updated
An hourly agent performance report for a customer support company tracks and evaluates individual agent performance on an hourly basis.
Last updated
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.
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.
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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