LeaderBoard
- Matthew Miao
Viewing Agent Performance
The agent performance dashboard in conversation mode offers a comprehensive view of your support team's efficiency and effectiveness. Below, we detail the main elements presented:
Top Performing Agent
Displays the agent who had the best performance in the selected period, indicating the number of closed conversations.
Messages Sent
Shows the total number of messages sent by the agent or team during the period.
Assigned Conversations
Indicates the number of conversations assigned to agents.
Average First Response Time
Presents the average time agents take to respond to a new conversation.
Average Resolution Time
Displays the average time needed to resolve conversations.
Assigned Conversations Chart
A bar chart showing the number of conversations assigned to each agent.
Conversation Distribution Chart
A donut chart illustrating the percentage distribution of conversations among agents.
Below is a visual example of this dashboard:
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Analysis of Closed Conversations and Messages Sent
The conversation mode also allows for the analysis of agent performance in terms of closed conversations and messages sent. Below, we detail the information presented:
Closed Conversations
A bar chart shows the number of conversations closed by each agent.
A donut chart displays the percentage distribution of closed conversations among agents, providing a clear view of who is closing the most conversations.
Messages Sent
A bar chart details the number of messages sent by each agent.
A donut chart illustrates the percentage distribution of messages sent, offering insights into the messaging activity of the agents.
These charts help identify performance patterns and the productivity of each agent, enabling better management and resource allocation.
Below is a visual example of these charts:
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Average First Response Time and Average Assignment to First Response Time
The conversation mode also provides valuable insights into agent response times, focusing on the average first response time and the average assignment to first response time. Below, we detail this information:
Average First Response Time
A bar chart showing the average time each agent takes to provide the first response to a new conversation. This helps monitor how quickly agents address customers for the first time.
Average Assignment to First Response Time
A bar chart presenting the average time from when a conversation is assigned to an agent until their first response. This allows for the analysis of agent efficiency after being designated a conversation.
These charts are essential for evaluating the effectiveness of agents in responding quickly to customer inquiries, contributing to better customer service.
Below is a visual example of these charts:
Average Response, Resolution, and Closure Times
In conversation mode, important metrics related to response, resolution, and closure times are also monitored. These metrics help ensure efficient service and identify areas that need improvement. Below, we detail this information:
Average Response Time
A bar chart showing the average time each agent takes to respond to customer messages. This metric is crucial to ensure customers receive timely responses, improving customer satisfaction.
Average Resolution Time
A bar chart presenting the average time it takes to completely resolve a conversation. This helps monitor problem-solving efficiency and identify potential bottlenecks in the support process.
Average First Assignment to Closure Time
A bar chart showing the average time from the first assignment of the conversation to an agent until closure. This metric is useful for evaluating the overall efficiency of the support process.
Average Last Assignment to Closure Time
A bar chart detailing the average time from the last assignment of the conversation to closure. This can help identify if there are delays in the process of closing conversations.
Below is a visual example of these charts: