Live Agent Performance

Live agent performance is feature that makes it easy for Supervisors to see data regarding agents’ overall performance in terms of chat time and wait time within a specific time period. This helps you gain an overview of how your agents have performed as a whole. In the live agent performance, you can view reports based on perspective time or agent.

See graphs with ‘numbers of ticket and activity time’ and detailed information on table with avg wait time, max wait time, avg first response time, and other metrics viewed.

In time perspective you can view live agent performance table based on time filterable by date range, display by, channel name, and agent name which can be downloaded to .XLS, .PDF, .CSV or .TXT files or you can export live agent performance to excel file or csv to your local drive for analysis, sharing, or backup purposes, as shown below.

Live Agent Performance by Time

But, in agent perspective you can view live agent performance table based on agent name filterable by date range, channel name and agent name which can be downloaded to .XLS, .PDF, .CSV or .TXT files or you can export live agent performance to excel file or csv to your local drive for analysis, sharing, or backup purposes, as shown below.

Live Agent Performance by Agent

The total tickets in the time perspective table and the agent’s perspective will not be the same, because the number of tickets in the perspective time is calculated from all tickets, both tickets that are still in the queue or tickets that have been handled by the agent. Meanwhile, for the perspective agent, the total ticket is only calculated from the tickets handled by the agent.

Component explanation :

Name	Description
Time Series	Date of ticket assigned.
Agent Name	Agent Name.
Average Wait Time	The average wait time is when the ticket customer enters the ticket queue process (unassigned) until the ticket is replied by the agent.
Max. Wait Time	Max. Wait time when the ticket customer enters the ticket queue process (unassigned) until the ticket is replied by the agent.
Avg. First Response Time	The average first response time when the ticket customer enters the inbox tab until the ticket was first reply by the agent
Avg. Response Time	The average response time when a customer sends a chat to the agent until the ticket is reply by the agent.
Avg. Customer Response Time	Average of total duration from agent responds the customer ticket to customer reply again.
Avg. Chat Time	Average of total duration when agent handling the ticket until the ticket is closed, transferred, or escalated.
Ticket	Total of tickets
Avg. Handling Time	The average total ticket duration is assigned to agent until the ticket is closed.
Average Resolution Time	The average total duration ticket created until the ticket is closed. But, when the ticket is transferred or escalated to supervisor or other groups, then the Agent can’t get the total ticket, but the agent will get ‘handling time’.
SLA (%)	Percentage of the total time period when the ticket enters the inbox tab until the ticket is replied by the agent (Except for email and telephony channels, the total time period is the ticket entered on the inbox tab until the ticket is closed by the agent).
Agent Message	Total bubble message from each agent.