Agent Metrics

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.

Key Features of Agent Metrics:

1. Business Hours: 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.

1. 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.

1. 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.

1. Average Response Time: This shows the average time taken by team members to respond to tickets, helping you identify areas for improvement in communication speed.

1. Average Sales Conversion: This metric highlights the average number of times agents have successfully placed orders on behalf of customers. It reflects the team’s effectiveness in driving sales through customer interactions.

1. Agent Details: 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 a ticket.

• Average Response Time: The average time taken by the agent to respond to tickets.

• Average First Response Time: The average time taken by the agent to send their first response to a ticket.

• Average CSAT: The average Customer Satisfaction (CSAT) score received by the agent.

• Number of Orders: The total number of orders created by the agent.

• Total Sales: The total sales value generated by the agent.

1. Search Bar: Use the search bar to quickly pull up the performance details of a specific agent. This feature makes it easy to focus on individual performance reviews or address specific queries.

1. Export Data: Click the Export button to download the agent performance data into a spreadsheet. This allows you to analyze the information further, create reports, or share insights with your team.