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Reports Overview
Reports: Chats

Agent Performance

7min

The Agent Performance Report provides insights into how individual agents are handling conversations over a selected timeframe. This report is essential for monitoring productivity, identifying high-performing agents, and understanding areas for improvement within the team.

Purpose

The Agent Performance Report tracks key performance metrics for agents, helping managers evaluate workload distribution, efficiency, and response times. It highlights both individual and team contributions to customer engagement.

Getting Here

This module is accessible to Admins, Managers, and users with permission to view the Reports module. Restricted users may not have access to this report.

Steps to Access:

  1. Navigate to the Reports module from the left-hand menu.
  2. Under the Chats section, select Agent Performance.

Using the Report

  1. Period Selection:
    • The report supports predefined and custom timeframes. Use the Period Selector at the top to choose from options such as:
      • Today
      • Yesterday
      • This Week
      • Last Week
      • This Month
      • Last Month
      • Custom: Select specific dates.
  2. Interactive Table:
    • Navigate through the data using pagination controls.
    • Analyze performance trends by scrolling through metrics like resolution times and response frequencies.

Metrics Tracked

This report includes the following columns:

  1. Agent Name: The name of the agent being analyzed.
  2. Assigned Conversations: The total number of conversations assigned to the agent during the selected timeframe.
  3. Closed Conversations: The number of conversations successfully resolved by the agent.
  4. Messages Sent: The total number of outgoing messages sent by the agent.
  5. Average First Response Time: The average time taken by the agent to send the first response after a conversation is assigned.
  6. Average Response Time: The average time between all responses sent by the agent.
  7. Average Resolution Time: The average time taken to resolve a conversation assigned to the agent.
  8. Max Resolution Time: The longest time taken by the agent to resolve a conversation.

Exporting the Data

How to Export:

  1. Right click on the report.
  2. Select the Export option (Hint: It's the last one).
  3. Select your preferred file format.
  4. The download begins automatically.

Practical Use Cases

  1. Performance Recognition:
    • Identify top-performing agents based on closed conversations and average response times to recognize and reward outstanding contributions.
  2. Training Needs:
    • Highlight agents with high resolution times or low productivity metrics to offer targeted coaching or training.
  3. Resource Allocation:
    • Use the "Assigned Conversations" metric to evaluate if workloads are evenly distributed across the team.
  4. Customer Experience Monitoring:
    • Check average and max resolution times to ensure customers are receiving timely assistance.

Best Practices

  1. Set Benchmarks:
    • Define acceptable response and resolution times for agents to measure their performance effectively.
  2. Review Metrics Regularly:
    • Use the report to track agent performance trends over time and adjust strategies as needed.
  3. Focus on High-Impact Areas:
    • Prioritize training and resources for metrics that directly affect customer satisfaction, such as first response and resolution times.
  4. Combine with Other Reports:
    • Use insights from the Conversation Analytics or Response Performance reports to gain a holistic view of team performance and identify workflow bottlenecks.

FAQs



Updated 25 Dec 2024
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