LeaderBoard (Statistics)

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 with 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 by the team during the period.

Conversations Assigned

• 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 shows the number of conversations assigned to each agent.

Conversation Distribution Chart

• A donut chart illustrates the percentage distribution of conversations among agents.

Below is a visual example of this dashboard:

Analysis of Closed Conversations and Messages Sent

Conversation mode also lets you analyze agent performance in terms of closed conversations and messages sent. Below, we detail the information presented:

Conversations Closed

• A bar chart shows the number of conversations closed by each agent.
• A donut chart displays the percentage distribution of closed conversations among agents, giving 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, showing each agent's messaging activity.

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:

Average first response time and average time between assignment and first response

Conversation mode also provides valuable information about agent response times, focusing on the average first response time and the average time between assignment and first response. Below, we detail this information:

Average First Response Time

• A bar chart shows the average time each agent takes to give the first response to a new conversation. This helps monitor how quickly agents address customers for the first time.

Average time between assignment and first response

• A bar chart presents the average time between the assignment of a conversation to an agent and that agent's first response. This makes it possible to analyze the agent's efficiency after receiving the conversation.

These charts are essential for evaluating how effectively agents respond quickly to customer questions, contributing to better service.

Below is a visual example of these charts:

Average response, resolution and closing times

In Conversation mode, important response, resolution and closing time metrics 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 shows the average time each agent takes to reply to customer messages. This metric is crucial to ensure that customers receive timely responses, which improves their satisfaction.

Average Resolution Time

• A bar chart presents the average time until a conversation is fully resolved. This helps monitor problem-solving efficiency and identify possible bottlenecks in the support process.

Average time between the first assignment and closing

• A bar chart shows the average time between the first assignment of the conversation to an agent and its closing. This metric is useful for evaluating the overall efficiency of the support process.

Average time between the last assignment and closing

• A bar chart details the average time between the last assignment of the conversation and its closing. This helps identify whether there are delays in the conversation closing process.

Below is a visual example of these charts: