Live Agent Productivity

Live agent productivity is a feature that makes it easy for Supervisors to monitor their Agent's productivity when serving tickets on each channel. Reports on this page are available using pie charts and bar charts. The pie graph shows the graphs for 'AHT (Agent Handling Time') and for 'Agent Productivity'. Then the bar graph shows reports from channel accounts divided into five-channel groups, namely 'Email', 'Telephony', 'Web & InApps Chat', 'Chat & Social Media, and 'Walk In'.

To view the report, go to the Analytic menu and click the Live Agent menus, then click Conversation History which you can find on the left sidebar.

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