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Agent performance report
The success of your customer service team depends on the performance of every member of your team. Whether you want to identify top performers, address areas for improvement or optimise resource allocation, the agent performance report provides a comprehensive framework for evaluating and improving effectiveness.
This report can be useful for team managers as a method of consultation and performance review, and for each agent as an evaluation of his or her 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 comparisons.
There are several selection scenarios in the Agent Filter:
- One agent: The agent's metrics are displayed in a grid.
- Multiple agents: Each agent's metrics 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 view formats: table and grid. In the grid, the metric is calculated using the average of all agents, and in the table, each agent's data is displayed separately in columns.
The report includes the following metrics:
- Average time from first assignation to first reply: The time elapsed between the first assignment and when it gets replied for the first time per agent. When the 'within office hours' checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations.
- Average time to first close: The time elapsed between the start of a conversation and when it gets closed for the first time per agent. When the 'within office hours' checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations.
- Replies sent: Number of replies sent per agent
- Conversations closed: The number of unique conversations closed per agent. If a conversation was closed more than once, it will only be counted as one.
- Conversations replied to: Number of conversations that were replied by the current agent.
- Conversations participated: The number of conversations that are not assigned to the current agent, where the current agent left an internal note and/or replied to a customer.
- CSAT (Customer Satisfaction): The percentage of positively rated conversations out of all the conversations rated. It only includes the conversations that got rated during the selected date range.
Measure agent efectiveness
First reply time measures the time from the start of the conversation until the assigned agent sends a message. This metric excludes automated (bot) responses.
Speed of first reply is a key factor in reducing customer frustration. To achieve this, you need to have the right number of agents on your team and an efficient assignment method.
If the first reply time is high, it may indicate that the agent has an overabundance of assigned conversations.
Speed of first reply is a key factor in reducing customer frustration. To achieve this, you need to have the right number of agents on your team and an efficient assignment method.
If the first reply time is high, it may indicate that the agent has an overabundance of assigned conversations.
Measures the agent's conversation resolution speed
The average time to first close is the time from when a call is initiated to when the agent first closes the call. This metric is calculated based on established business hours.
This value is an accurate way of knowing how much time the agent is spending to resolve their conversations. The lower the time, the faster the agent is.
This value is an accurate way of knowing how much time the agent is spending to resolve their conversations. The lower the time, the faster the agent is.
Measures agent productivity
Conversation metrics are used to evaluate the agent's workload and performance.
The sum of answered and joined 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.
Changing the time filter provides a detailed view of the agent's productivity over time.
The sum of answered and joined 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.
Changing the time filter provides a detailed view of the agent's productivity over time.
Measures customer satisfaction with the agent
CSAT surveys measure the customer's perception of the agent's service. You can configure the automatic sending of the satisfaction survey at the end of a call to allow the customer to rate the attention received by the assigned agent.
To calculate an agent's satisfaction level, the values of all answered surveys are added to the total number of answered surveys per 100. A value above 50% is positive and below 50% is negative.
In the legend of the graph, you can see the total number of answered surveys and the number of each answer. This can be compared to the total number of completed conversations, which is equal to the number of surveys sent. If the value is the same, it means that all customers have responded to the CSAT.
To calculate an agent's satisfaction level, the values of all answered surveys are added to the total number of answered surveys per 100. A value above 50% is positive and below 50% is negative.
In the legend of the graph, you can see the total number of answered surveys and the number of each answer. This can be compared to the total number of completed conversations, which is equal to the number of surveys sent. If the value is the same, it means that all customers have responded to the CSAT.
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