New Agent Performance Metrics in Analytics

Introduction

Provides in-depth insights into support agent performance directly on the analytics page.

Detailed Agent Metrics

On the analytics dashboard, business owners can now view a comprehensive table that includes:

• Messages Sent: Track the number of messages each agent sends to customers.
• Conversations Handled: Monitor how many conversations an agent manages.
• Average Response Time: Evaluate the speed at which agents respond to customer messages.
• Average First Response Time: Assess how quickly an agent gives the first response to a new conversation.
• Assigned Conversations: View the total number of conversations assigned to each agent.

Conclusion

These metrics are crucial for optimizing customer support strategies, ensuring accountability, and improving overall response times. With this data, business owners can make informed decisions to enhance the efficiency and quality of their customer service.