Agent Analytics

Overview

The Agent Analytics page is divided into sections that highlight agent performance over the selected timeframe (for example, the last 7 days). It includes both summary and detailed views to help you monitor and optimize agent productivity and efficiency.

Key metrics and visualizations

Agent Performance summary:

Top agent highlight: this section lists the metrics of the top-performing agents.

• Messages Sent: total number of messages sent by the agent.
• Average First Response Time: average time taken by the agent to respond to the first message.
• Assigned conversations: number of conversations assigned to the agent.
• Done conversations: number of conversations marked as done by the agent.

Detailed agent performance table: this table lists agents individually, along with various performance metrics. The columns are:

Member: the agent's name and avatar.

Messages Sent: total messages sent by the agent.

Notes: number of notes added by the agent.

Contacts responded: number of contacts that received a reply from the agent.

Assigned: number of conversations assigned to the agent.

Done: number of conversations marked as done by the agent.

Average First Response Time: average time taken by the agent to respond to the first message.

Average Resolution Time: average time taken by the agent to resolve conversations.

Messages Sent: total number of messages sent by your agents on each day.

Contacts responded: number of unique contacts that interacted with your agents.

Private notes: the number of notes the agent has added.

Assigned conversations: the number of conversations assigned to the agent.

Done conversations: the number of conversations the agent has marked as done. It indicates the agent's efficiency in resolving conversations.

Messages Sent: the total number of messages the agent has sent. This metric indicates the agent's activity level in communication.

Contacts responded: the number of unique contacts the agent has replied to. This metric shows the breadth of the agent's engagement with different contacts.

Conversations:

• Assigned conversations: this metric tracks the number of conversations that have been assigned to agents.
• Done conversations: this metric tracks the number of conversations that have been marked as done by agents.

Average First Response Time and Average Resolution Time:

• Average First Response Time: this metric tracks the average time taken by agents to respond to the first message in a conversation.
• Average Resolution Time: this metric tracks the average time taken by agents to resolve a conversation from the first message until the moment it is marked as done.

By Agents:

• Assigned conversations: this metric tracks the number of conversations that have been assigned to each agent.
• Done conversations: this metric tracks the number of conversations that have been marked as done by each agent.

Average First Response Time: this metric tracks the average time agents take to respond to the first message in a conversation. It is measured in minutes.

Average Resolution Time: this metric tracks the average time agents take to resolve a conversation, from the first message until the moment it is marked as done. It is measured in minutes.

Use cases:

Monitor agent performance: track key metrics such as messages sent, response times, and resolved conversations to evaluate and improve agent performance.

Identify top performers: recognize and reward agents who demonstrate exceptional performance, as highlighted in the top agent summary.

Optimize response times: analyze average response and resolution times to ensure timely support and increase customer satisfaction.

Workload distribution: assess the distribution of assigned and done conversations to manage agent workload effectively and avoid burnout.

Performance reviews: use the detailed metrics during agent reviews to give specific feedback and set improvement goals.