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Portuguese (Brazil) This report can be useful for team managers as a method of querying and monitoring performance, and for individual agents as an assessment of their own job performance.
- One agent: the agent's metrics are displayed in grid format.
- Multiple agents: Metrics for each agent are displayed in a table row. The first row is always the agent viewing the report if selected in the filter.
- Comparing agents and teams
In the inbox and agent performance reports, aggregated average times are calculated from the total time and the number of cases included. They are not a simple average of the averages for each agent or team.
For example, one agent with a single 60-second case and another with three 600-second cases have a combined average of 465 seconds: (60 + 3 × 600) / 4. Averaging 60 and 600 would give 330 seconds, which would not represent those four cases.
Use the same metric, period and equivalent filters when comparing results. Do not add average times or percentages across teams. A result with no cases does not demonstrate an immediate reply.
- Avg. time from assignment to first response: Time elapsed between the assignment of the conversation to an agent to the first message from the agent.
- Avg. time from assignment to closing or reassignment: The time elapsed between assigning the conversation to an agent to the first closure or reassignment of the conversation to another agent.
- Avg. time to first close: The time elapsed between the start of a conversation and the time it is closed for the first time per agent.
- Participated and replied conversations
Participation records collaboration through internal notes by an agent other than the agent assigned to the conversation. A reply records an agent message following a contact message. These are not necessarily separate groups: an agent may leave a collaboration note and later be assigned the conversation and reply to the customer.
- Reassigned conversations: Number of conversations assigned to the agent that were reassigned or transferred to another agent.
- Closed conversations: Number of unique conversations closed per agent. If a conversation was closed more than once, it shall only be counted as one.
- Conversations replied to: Number of conversations that were replied to by the agent, where at least one message was sent.
- Replies sent: Number of replies sent per agent.
- Notes sent: Number of private notes sent per agent in assigned or unassigned conversations.
CSAT is the percentage of satisfied responses out of all survey responses received:
CSAT = satisfied responses / total responses × 100.
The total includes satisfied, neutral and dissatisfied responses. Unrated conversations are not counted as dissatisfied responses. For example, 8 satisfied responses, 1 neutral response and 1 dissatisfied response produce a CSAT score of 80%.
Read the percentage alongside the response count and the report filters. A high score based on a small sample may not represent all your customers. If there are no responses, there is no sample from which to assess satisfaction, even if the interface displays a numeric value.
Measure agent effectiveness
This metric measures the time from the most recent conversation assignment to the first agent reply after that assignment. It does not start with the contact's first message. It is different from time to first reply in the inbox performance report.
For example, if the contact writes at 10:00, the conversation is assigned at 10:10 and an agent replies at 10:20, the interval from assignment is 10 minutes. The interval from the contact's first message is 20 minutes. Time outside office hours can make the business time shown shorter.
Measure agent's speed of conversation resolution
Time to first close measures the elapsed interval from conversation creation to its first closure that qualifies for this metric. It is not a timer of the agent's active work: the interval may include customer waiting time, transfers and other pauses.
A lower value therefore does not, by itself, prove greater efficiency or that the issue has been resolved. Interpret the time alongside the conversation context and customer satisfaction.
Measure agent productivity
Do not add participated and replied conversations to obtain a total of unique conversations handled. The same conversation may appear in both metrics. Neither metric is a count of all messages or a measure of time spent working.
Likewise, having more closures than reopenings is not enough to rate effectiveness as positive or negative. Interpret these activity metrics alongside conversation age, context, conversations still open and customer satisfaction. Closing a conversation does not, by itself, establish that the issue has been resolved.
Measure customer satisfaction with agent
CSAT is the percentage of satisfied responses out of all survey responses received:
CSAT = satisfied responses / total responses × 100.
The total includes satisfied, neutral and dissatisfied responses. Unrated conversations are not counted as dissatisfied responses. For example, 8 satisfied responses, 1 neutral response and 1 dissatisfied response produce a CSAT score of 80%.
Read the percentage alongside the response count and the report filters. A high score based on a small sample may not represent all your customers. If there are no responses, there is no sample from which to assess satisfaction, even if the interface displays a numeric value.
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