Understanding the Agent Analytics Section
The Agent Analytics section provides a detailed view of individual agent performance, helping organizations monitor and enhance efficiency. This tool offers valuable insights into agent activities, allowing you to identify strengths and areas for improvement.
How to Access Agent Analytics
To access the "Agent Analytics" in the Analytics Center, follow these steps:
- Navigate to the Analytics Center.
- Scroll down until you reach the section labeled Inbox Analytics.
- Simply hit the "View Details" button, and scroll down to find the Agent Analytics section.
➤ It showcases an overall view of all agents or a detailed view of a specific agent by selecting the agent you want to track, which will display a table with key performance metrics.
Key Metrics and Their Explanations
Term |
Explanation |
---|---|
Agent Name | The name of the agent whose performance is being tracked. |
Agent Online Hours | Total hours the agent was logged in and available to handle conversations. |
Assigned Conversations | Total number of conversations assigned to the agent during a specific period. |
Served Conversations | Number of customer inquiries or chats successfully resolved by the agent. |
Missed Conversations | Chats are assigned to the agent but not addressed within the expected time frame. |
Missed and Expired Conversations | Total Chats that were both missed and expired without resolution. |
Expired Conversations | Chats not resolved within the designated time frame are now considered outdated. |
Timeout Chats | Chats terminated due to inactivity or time limits set for responses. |
Dropped | Conversations or tickets abandoned by the agent or the customer. |
Average Response Time | The average time taken by the agent to respond to customer inquiries. |
Average Time per Chat | Average duration spent by the agent resolving each chat. |
Total Resolution Time | Cumulative time taken by the agent to resolve all assigned tickets. |
Positive | Number or percentage of customer feedback or ratings classified as positive. |
Negative | Number or percentage of customer feedback or ratings classified as negative. |
Neutral | Number or percentage of customer feedback or ratings classified as neutral. |
🎯 This table helps track agent performance comprehensively, providing actionable data to improve service quality and team efficiency. By regularly analyzing these metrics, businesses can ensure better customer satisfaction and operational success.