Agent Metrics

  1. This report includes data and analytics related to the performance and activities of customer service agents. 
  2. This provides insights into how well agents are handling customer conversations.
  3. This helps supervisors assess agent efficiency, effectiveness, and adherence to established benchmarks.

Below are the items available in this report:

  • Active Agents - The total number of available agents.
  • Average Handle Time - This chart shows the average time spent by an agent with a customer. It includes the time the agent spends talking to the customer until the wrap-up.

    For example, if a manager observes that the AHT is higher than the target for a particular month due to the high AHT of certain agents, the manager can dig deep into this and understand if they need some training, require product skills, etc, and take the necessary action to reduce the AHT for those agents.

  • Average Wrap up Time - The average time taken in the wrap-up section after the conversation is solved. If there is an active integration with the CRM, then this will also include case/ticket creation.

    For example, if a supervisor observes that some agents consistently have higher wrap-up times, the manager digs deep and finds out that they are having difficulty due to the new CRM integration hence taking time to wrap up. The manager can solve this with the technical team and train the agents as well to bring down the AWT. 

  • Transfer Rate - The percentage of conversations that are successfully transferred by the agents.
  • Conversations by Channel - The chart shows the distribution of conversations categorized by channels.
  • Active Agent Count - The line chart shows the distribution of agent availability
  • Average Handle Time and Wrap up Time - This line chart shows the distribution of average wrap-up and handle time.
  • Transfer Conversation - The chart gives the total number of conversations transferred along with the transferred rate.

    For example, a supervisor notices a spike in chat conversations compared to previous months. After analyzing customer feedback and conversation transcripts, the manager discovers that customers appreciate the immediacy and convenience of live chat for quick inquiries. Recognizing the trend, the manager adjusts the resource allocation for the chat channel.

  • Agent Status - The chart gives the trend of time distribution of the agent status.
  • Agent Status Updates - This table gives insights into agent name, status, time (start & end), duration, and source.

    For example, the supervisor finds that there is a high frequency of agents being in the "Unavailable" status throughout the day. You investigate this further and find that many agents are spending a significant amount of time on excessive breaks. With this information, the supervisor can talk to the agents and reinforce the importance of adhering to the break policies.
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