A Teammate (Agent) Performance Report provides support managers with valuable insights into how each agent is handling customer inquiries. This report helps identify areas for improvement and ultimately enhance the overall customer support experience through two key sections:
- Agent Performance Report (Inbox Analytics).
- Agent Report.
What is a Ticket Session?
A Ticket Session represents the period of interaction between a user and the support system, which can be either a chatbot or a human agent. Here's a straightforward overview:
Session Initiation
A session begins under any of the following conditions:
- First Interaction: When a user interacts with the chatbot for the first time.
- After Inactivity: If a user returns to the chatbot after a period of inactivity.
- Following Handover: When a conversation is transferred from the chatbot to a human agent, a new session starts when the user resumes interaction.
Session Duration
The session will automatically end due to inactivity if the user does not interact with the bot or agent for 10 minutes.
How Does a Ticket Session Work?
During a Ticket Session, the conversation includes multiple exchanges between the user and the agent. The session continues until one of the following conditions is met:
-
User Returns to Bot:
The user decides to stop interacting with the agent and returns to the chatbot. -
Handover Timeout:
The session ends automatically due to customer inactivity and lack of agent response within a set timeframe. -
Agent Closes Conversation:
After resolving the user's issue, the agent closes the conversation. -
Predefined Window Time Elapses:
The session closes automatically if a predefined time window elapses without any interaction.
Types of Tickets
- Tickets Handled by Agent: Tickets where an agent actively responded and resolved the issue.
- Tickets Handled by Bot: Tickets where the bot handled the interaction, either because the agent didn't respond or the user chose to return to the bot .
- Tickets Not Handled by Agent: Tickets that were assigned to an agent but were not responded to by the agent, leading to the user either returning to the bot or the conversation being closed automatically (e.g., due to inactivity or expiration).
1. Agent Performance Report
The Teammate (Agent) Performance Report measures a set of KPIs (Key Performance Indicators) to evaluate agent effectiveness.
To access Agent Performance Metrics within your system, navigate to the Analytics tab, scroll down to Inbox Analytics, click on View More, and scroll down to view the following:
| Field Name | Description |
| Average Response Time | The average time it takes an agent to respond to a customer inquiry after receiving it. (Lower is better) |
| Average Time Per Ticket | The average amount of time an agent spends resolving a single customer ticket. (Lower is often better, but can be impacted by ticket complexity) |
| Assigned Conversations | The number of customer sessions assigned to the agent for resolution. |
| Online Hours |
The total number of hours the agent spent online in the Inbox responding to customer inquiries. |
| Positive Sentiment | Refers to customer interactions that express satisfaction, appreciation, or happiness with the agent's service or assistance provided by the chatbot. It also includes expressions of appreciation or dissatisfaction with the overall company. |
| Negative Sentiment |
Refers to customer interactions that express dissatisfaction, frustration, anger, or disappointment with the agent's service or assistance provided by the chatbot. It also includes expressions of appreciation or dissatisfaction with the overall company. |
| Neutral Sentiment | Refers to customer interactions that don't express strong positive or negative emotions. The customer might simply be stating the facts or providing information. |
| Served Tickets | The number of tickets the agent has successfully resolved. |
| Missed Tickets |
Number of sessions where the agent did not reply to the customer and the ticket was closed by the customer without any handling within the specified time frame. |
| Missed and Expired Tickets | Number of sessions where the customer ended the interaction without a response, and the conversation window also expired. (preventing them from reopening the conversation). |
| Expired Tickets* |
The number of sessions where the conversation window expired before the agent responded, but the agent did manage to engage with the customer before the window fully closed (preventing them from reopening the conversation). |
| Timeout Chats* |
Number of sessions automatically closed due to customer inactivity and lack of agent response within a set timeframe. |
Additional Data
- Number of Tickets per Agent: Visualization of the number of tickets handled by each agent.
- User Satisfaction Rating: Comparative overview of agent performance and user satisfaction.
Sentiment analysis is a feature that allows you to understand the emotions (positive, negative, or neutral) expressed by customers in their interactions. By default, this feature is disabled with a sentiment score of 0. To enable this feature, please contact our sales team.
2. Agent Report
The Agent Report typically provides detailed information for each conversation handled by an agent within the chosen timeframe.
To access Agent Performance Metrics within your system, navigate to the Analytics tab, and scroll down to Agent Report to view the following:
Filters
You can typically filter the Agent Report by various criteria, such as:
- Channel: Specify a specific communication channel (e.g., Facebook Messenger, Whatsapp, Instagram) or select "All '' for all channels.
- Timeframe: Choose a specific date range to view data for a particular period (e.g., This Week, This Month, This Year).
| Field Name | Description |
| Customer Name | Name of the customer involved in the session. |
| Agent Name | Name of the agent who handled the session. |
| Phone Number | Customer's phone number (if provided during the conversation). Or through the WhatsApp channel. |
| Channel | The communication channel used for the conversation (e.g., Webchat, Facebook, WhatsApp). |
| First Message Date | Date and time the customer initiated the session. |
| Last Message Date | Date and time of the last message in the session. |
| Session Duration | The total length of time the session lasted. |
| Conversation ID | Unique identifier for the specific session. |
| First Response Time | The time elapsed between a customer request for a human agent and the agent's initial response. |
| Resolution Time | Total time taken to resolve the ticket. |
Benefits of Utilizing Agent Performance Reports
Support managers can utilize the Teammate Performance Report to:
- Identify High and Low Performers: The report helps identify agents who may need additional training or support and those who can guide others.
- Improve Customer Service Quality: By identifying improvement areas, support managers can implement agent training and development initiatives, leading to a better customer service experience.
- Boost Productivity: The Teammate Performance Report helps identify effective practices used by high-performing agents, which can then be shared with the agent team to enhance overall productivity.
- Gain Insights into Individual Interactions: The Agent Report allows for a detailed examination of specific customer interactions, which can help identify areas for improvement in communication and resolution processes.