Agent Report

Performance of human agents involved in conversations with users.

View KPIs related to your teammates performance when using the live chat feature to manually speak with your customers and users.

This report displays all KPIs in two views:

• Overview — i.e. high-level review of the performance.

Org-level agent report

• Teammate view — i.e. individual teammate overview.

Agent-level report

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

NOTE:

• All data is shown according to your account's timezone.

• Each KPI can be exported from their drill-in view with the "Export data" button.

KPIs offered

Here is a detailed overview of all the KPIs displayed on the teammate report.

Currently serving

The total number of chats currently assigned to all your agents. Data does not auto-refresh, reload your page to view refreshed numbers.

Total served

The total number of chats that were assigned to agents in the specified date range.

Conversations handled

Average number of chats assigned to all agents in the specified date range. Only agents with least one chat assigned are considered.

Drill-down view:

Shows a heatmap of chats handled across day and time of week.

Conversation transfers

This KPI tracks all assignee changes occuring in a conversation.

• Manual — When A reassigns the chat to B.

• Automated — When the chat is reassigned from A to B due to no response.

This KPI displays the total of all transfers made by an agent to another.

Time to first response

The time taken by an agent assigned to a chat to send the first response. We showcase both the Longest time to took to send the first response and the Median amount of time it took to send the first response.

Drill-in view:

Shows a trend graph of how first response time fares across the specified date range.

Usual time to response

The time taken by an agent to send a response to every message sent by the user. We showcase both the Longest time to took to send a response and the Median amount of time it took to send a response.

Drill-down view:

• Trend graph — showing how the usual time to respond to each user message fares over the specified date range.

• Heatmap — shows a heatmap of the usual response time across time and day of the week.

Conversation duration

The total time elapsed in a conversation the moment a chat was assigned to an agent till the chat ended either by the agent manually or automatically due to a session time-out. We showcase both the Longest duration for a conversation and the Median duration of a conversation.

Drill-in view:

Shows a tabular view of how many chats fall under the duration ranges: < 5, 5 - 10, 10 - 15, 15- 30, >30 mins.

CSAT

At the end of the chat, the system asks the user to submit their feedback for that conversation in the form of a 5-star rating scale. The average of all CSAT scores submitted is displayed.

SLA breached

Total number of times the SLA was breached by the agents, in responding back to user messages.

For example, if the SLA is 2 mins:

• if the agent responds back after 3 minutes — it is a SLA breach.

• if the agent responds in 1 minute — no SLA breach.

Drill-in view:

Shows a trend graph of how SLA breaches fares across the specified date range.

Drill-in view on metrics

Hover over any KPI and click the “Drill-down” button to see a detailed preview behind that KPI.

Detailed previews shows the raw data of all chats that contribute to that KPI and some advanced charts to showcase insights/trends of the KPI over the specified date range.