Agent Report

Performance metrics of human agents participating in user conversations.

If your use case includes the live chat feature, the “Agent Report” provides a comprehensive view of your human agents’ performance.

Agent Report - Analytics Dashboard

Here are the KPIs offered:

KPI	Description
Currently Serving	Displays the total number of chats assigned and handled by all agents in real time.
Total Served	Displays the total number of chats assigned to agents within the selected date range. We only consider those agents that had at least one chat assigned to them.
Conversations handled	When a chat moves from Agent A to Agent B, it is recorded as a transfer. This KPI reflects the total number of transfers initiated by each agent.
Time to first response	The time it takes for an agent to send the first message to the visitor after a chat is assigned to them. We showcase both the Longest time to take to send the first response and the Average amount of time it took to send the first response.
Usual time to response	The time it takes for an agent to send a response to every message sent by the visitor. We showcase both the Longest time to take to send a response and the Average amount of time it took to send a response.
Conversation duration	This is the total time spent on a conversation from the moment it is assigned to an agent until it is closed either manually by the agent or automatically due to a time-out. We display both the longest and average duration of conversations to give insight into handling time.
CSAT	At the end of the chat, the chatbot asks the user to submit their feedback for that conversation in the form of a 5-star rating scale. We showcase all possible values like 1-star, 2-star along with an average rating.

You can view the KPIs as a summary at an account level or at a per-agent level by changing the modes.

All data is shown according to your account's time zone. You can export the agent report by clicking on the "Export data" button.