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Agent performance report
The success of your team depends on the performance of each of your agents. Whether you want to identify top performers, address areas for improvement or optimise resource allocation, the agent performance report provides a comprehensive framework for assessing and improving effectiveness.
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.
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.
By default, the performance report has a time period (last 7 days) and an agent (me, the user viewing the report) selected. Both filters can be modified to get more specific performance reports and to make comparisons.
There are several selection scenarios in the agent filter:
- 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.
- All agents: metrics are displayed in 2 formats: table and grid. The grid calculates the data with the average of all the agents (from the inbox), and the table shows the data of each agent by rows to make a quick vertical comparison.
The report includes the following metrics:
- 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.
- Conversations participated: Number of conversations not assigned to the agent, where the agent left an internal note and/or replied to a 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 (Customer Satisfaction): The percentage of positively rated conversations out of all rated conversations. Only includes conversations rated during the selected date range.
Measure agent effectiveness
First response time measures the time from the start of the conversation until the assigned agent sends a message. This metric excludes automatic chat responses.
Speed of first response is a key point in alleviating customer frustrations. To achieve this you must have the right number of agents in your team and an efficient allocation method.
If the first response time is high it may suggest that the agent has too many conversations assigned to them.
Speed of first response is a key point in alleviating customer frustrations. To achieve this you must have the right number of agents in your team and an efficient allocation method.
If the first response time is high it may suggest that the agent has too many conversations assigned to them.
Measure agent's speed of conversation resolution
The mean time to first conversation closure is the time from the time a conversation is initiated until the agent closes it for the first time. This metric is calculated based on the established office hours.
This value is an accurate way of knowing how much time the agent spends on resolving conversations. The lower the time, the faster the agent is.
This value is an accurate way of knowing how much time the agent spends on resolving conversations. The lower the time, the faster the agent is.
Measure agent productivity
Conversation metrics are used to assess the amount of work and performance of the agent.
The sum of answered and participated conversations is the total number of conversations in which the agent has invested work time and effort.
Closed conversations reflect the number of incidents resolved by the agent in the selected period.
Changing the time filter provides a detailed view of the agent's productivity over time.
The sum of answered and participated conversations is the total number of conversations in which the agent has invested work time and effort.
Closed conversations reflect the number of incidents resolved by the agent in the selected period.
Changing the time filter provides a detailed view of the agent's productivity over time.
Measure customer satisfaction with agent
The customer's appreciation of the service provided by the agent is measured with CSAT surveys. You can configure the automatic sending of the satisfaction survey when a conversation is closed, so the customer can rate the attention received by the assigned agent.
To calculate the level of satisfaction of an agent, add the values of all the surveys answered between the total number of surveys answered by 100. A value above 50% is positive and below is negative.
In the legend of the graph you can see the total number of answered surveys and the number of each answer. If you compare this with the total number of closed conversations you can get an idea of how many surveys have been sent out.
To calculate the level of satisfaction of an agent, add the values of all the surveys answered between the total number of surveys answered by 100. A value above 50% is positive and below is negative.
In the legend of the graph you can see the total number of answered surveys and the number of each answer. If you compare this with the total number of closed conversations you can get an idea of how many surveys have been sent out.
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