Agent Metrics
Check how your team is performing, track their activities and get deeper insights.
The Agent Metrics section provides a detailed overview of your team’s performance, helping you evaluate individual and collective efficiency. This feature is designed to give you actionable insights into how your agents are managing tickets, responding to customers, and contributing to sales, enabling you to optimize workflows and improve overall productivity.
It is divided into three parts: Performance, Engagement and History. Toggle the Business Hours option to view agent performance specifically during business hours. If this option is not selected, the system will display an overall performance overview, including activity outside business hours.
Performance
The Performance tab gives a clear view of how agents are performing in terms of their workload, responsiveness and efficiency. It is a report based on the tickets that are getting created and being managed by your agents. It is considering all tickets, regardless of when they were created, as long as they got either assigned/replied/resolved to the agent in the duration you have filtered for. So a ticket that was created on 25th May and assigned/replied/resolved on 26th May, would be considered in the calculations if you filter for 26 May-30 May.
Average First Response Time:
This metric shows the average time taken by all team members to send their first response to a ticket. It helps you assess how quickly your team is addressing customer inquiries. FRT is calculated from when the ticket was assigned to the agent(s)
Average Resolution Time:
This metric displays the average time taken by the team to resolve tickets. It provides insights into the efficiency of your ticket resolution process. ART is calculated from when a ticket was assigned to an agent to when the ticket was resolved by the agent.
Average Response Time:
This shows the average time taken by team members to respond to customer’s messages, helping you identify areas for improvement in communication speed. Response time calculation starts from the message that first creates the ticket. Then it is continually calculated as to how long it’s taking the agent to respond to each of the messages the customer is sending.
Total Sales:
This metric highlights the total times agents have successfully placed orders on behalf of customers. It reflects the team’s effectiveness in driving sales through customer interactions. This metric is only available for teams that have an ecommerce store connected.
Agent Performance Metrics:
This section provides a detailed performance overview for each agent, including the following metrics:
Agent Name: The name of the agent.
Assigned/Replied/Resolved: The number of tickets assigned to the agent, the number of tickets they replied to, and the number of tickets they resolved.
Average Resolution Time: The average time taken by the agent to resolve their tickets.
Average Response Time: The average time taken by the agent to respond to customer’s messages within a ticket.
Average First Response Time: The average time taken by the agent to send their first response in a ticket.
Average CSAT: The average Customer Satisfaction (CSAT) score received by the agent.
Total Orders: The total number of orders created by the agent.
Total Sales: The total sales value generated by the agent.
First Response Time Met: % of tickets where the agent met the SLA set for FRT.
Resolution Time Met: % of tickets where the agent met the SLA set for FRT.
Note: Number of orders and Total sales conversion will be shown only when an eCommerce platform like Shopify or WooCommerce is integrated and an order has been placed through the MyAlice inbox. SLA related metrics are available on teams where SLA function is available and enabled.
You can refine the performance data using these filters:
Agent Filter: Select one or multiple agents from the dropdown to view individual performance metrics.
Group Filter: Narrow down results by selecting agent groups (e.g., teams or departments).
Priority Filter: Filter by ticket priority (e.g., high, medium, low) to see how agents are handling different urgency levels.
After selecting the desired filters, click Apply Filter to update the data shown.
Engagement Tab
The Engagement tab tracks how long agents are active, away, or offline during their shifts. It gives a full picture of their availability and how engaged they are with their tasks.
Total Active Duration: How long the agents were actively working.
Total Away Duration: How long the agents were marked as away.
Total Offline Duration: How long the agents were offline or logged out.
Engagement Reports:
Shows a visual graph of total active, away, and offline durations to help spot patterns or anomalies over time.
Agent Engagement Overview:
Lists each agent along with their total hours in different statuses (active, away, offline) and breaks taken. This gives an overview of individual agents and their engagement levels.
Filter Options:
Just like in the Performance tab, you can filter engagement data by selecting specific agents from the dropdown and clicking Apply Filter to view personalized engagement reports.
Aggregation Options
Aggregation settings help you break down data further to analyze trends and patterns over specific time frames.
Default: Displays the overall totals for each agent in a straightforward table.
Daily Aggregation: Breaks down metrics by each day, allowing you to track daily engagement or performance trends.
Hourly Aggregation: Provides hour-by-hour insights for more granular analysis of how agents are spending their time.
History
The Agents History tab under Agent Metrics provides a comprehensive activity log of your team members. It not only tracks login and logout actions but also captures status changes (such as away or offline) and other key activities like ticket updates. This allows managers to monitor agent accountability and gain full visibility into what agents are doing and when.
Agents History
This section lists all recorded agent activities.
Column Name
Description
Agent
The agent or team name involved in the activity. In this example, it's "Tech Team".
Date Time
The exact timestamp of the recorded event. Useful for tracking login/logout patterns.
Connector
Shows the source of the activity—usually "user" meaning triggered manually by a user.
Action
Indicates what kind of change occurred, such as update for status changes.
Connector Type
Always listed as "authentication" here, which refers to login/logout and status events.
Event
The specific event type, such as:
login – Agent came online.
logout – Agent went offline.
away – Agent marked as away.
Filter Options
Located right above the table, filters help you narrow down agent activity logs:
Agents: This filter allows you to select one or more agents to see their specific login, logout, or status update activity.
Connector: Use this filter to sort events based on the connector responsible for the action. Typically, this will be "user" if the activity (like login/logout) was performed by the agent themselves.
Actions: This filter helps you view activity logs based on the type of action performed. For example, selecting "update" will show changes made to the agent’s status.
Connector Type: This filter allows you to focus on the nature of the event, such as "authentication" events which cover logins and logouts.
Event: This lets you filter by the specific type of event—whether it’s a login, logout, or "away" status.
Send Metrics via Email
Click the "Send Metrics via Email" button on the top right to receive the data.
Export Data:
Click the Export button placed against each table to download the reports in your email in the form of a CSV file. This allows you to analyze the information further, create reports, or share insights with your team.
Last updated
Was this helpful?