Agent Report

Performance of human agents involved in conversations with users.

If your use case involves the live chat feature, the "Agent report" shows you everything you need to know about the performance of your human agents.

Here are the KPIs offered:

KPI

Description

Currently serving

Shows the total number of chats being assigned and handled by the total number of agents in real-time.

Total served

Shows the total number of chats that were assigned to agents during the mentioned date range.

Conversations handled

Shows the average number of chats assigned to the total number of active agents during that date range. We only consider those agents that had atleast one chat assigned to them.

Conversation transfers

When a chat assigned to Agent A is being reassigned to Agent B, we count it as a transfer. This KPI displays the total of all transfers made by an agent to another.

Time to first response

The time it takes for an agent to send the first message to the visitor after a chat is assigned to them. We showcase both the Longest time to took to send the first response and the Average amount of time it took to send the first response.

Usual time to response

The time it takes for an agent to send a response to every message sent by the visitor. We showcase both the Longest time to took to send a response and the Average amount of time it took to send a response.

Conversation duration

The total time elapsed in a conversation the moment a chat is assigned to a agent till the chat has been closed either by the agent manually or automatically due to a time-out. We showcase both the Longest duration for a conversation and the Average duration of a conversation.

CSAT

At the end of the chat, the chatbot asks the user to submit their feedback for that conversation in the form of a 5-star rating scale. We showcase all possible values like 1-star, 2-star along with an average rating.

You can the KPIs as a summary at an account-level or a per agent level by toggling between modes.