Agent Analytics
The KPIs in this screen help the user to understand how their agents are performing when conversations from the chatbot are assigned to them.
All the above KPIs are displayed in two sections:
Overall activity - Sum of data from all agents
Agent activity - Table view showing data of each agent
Here are the KPIs offered,
Currently serving
Shows the total number of chats being assigned and handled by the total number of agents in real-time.
Total served
Shows the total number of chats that were assigned to agents during the mentioned date range.
Conversations handled
Shows the average number of chats assigned to the total number of active agents during that date range. We only consider those agents that had atleast one chat assigned to them.
Conversation transfers
When a chat assigned to Agent A is being reassigned to Agent B, we count it as a transfer. This KPI displays the total of all transfers made by an agent to another.
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 took 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 took to send a response and the Average amount of time it took to send a response.
Conversation duration
The total time elapsed in a conversation the moment a chat is assigned to a agent till the chat has been closed either by the agent manually or automatically due to a time-out. We showcase both the Longest duration for a conversation and the Average duration of a conversation.
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.
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