Analytic
If Supervisor wants to get important information about the ticket at a quick glance, team performance in 3Dolphins anywhere feature lets them do just that. Team performance consists of multiple useful widgets that will help Supervisor monitor their team’s performance, like the total ticket, average chat time, and average response time. Supervisors can take better data-driven decisions and also motivate their teams to perform better.
Component Explanation :
Name | Description |
Avg Chat Time | The average duration first response until the ticket handled by the agent. |
Avg Response Time | The average total ticket duration assigned to the agent. |
Total Ticket | Today’s total ticket. |
Available | The total of agents available. |
In Serving | The total ticket handled. |
Logged-In | The total team members are logged in. |
Of Active Ticket | The total ticket active. |
Avg Response Time | The average total ticket duration assigned to one agent. |
Avg Resolution Time | The average total duration ticket assigned until the ticket is closed. But, when the ticket is transferred or escalated to the Supervisor or other groups, then Agent can’t get the total ticket, but the agent will get ‘Response time’. |
Top Case Category | Display top three case category. |
Top Closure Type | Display top three closure type. |
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