Guide FloatChat

Floatchat- User Guid

Agent Performance

1. Introduction #

The Agent Performance dashboard provides analytics to help you understand and track the efficiency of agents in answering users’ queries.

2. Availability #

The Floatchat – Agent Performance Dashboard section is available for supervisors and agents. They can access the Agents section under the Analytics menu and select Floatchat.

3. Metrics #

The key metrics available for each agent are:

Inbound Requests: The number of incoming requests, including new conversations and reopened conversations handled by both the bot and agents, within the chosen time range.

Resolved Requests: The number of inbound requests that have been successfully resolved.

User Feedback: The user feedback is calculated as a percentage of positive feedback received.

First Response SLA%: The percentage of inbound requests where the first response time is within the defined Service Level Agreement (SLA) for the first response.

Resolution SLA%: The percentage of inbound requests where the resolution time is within the defined SLA.

Average first response time (in mins): The average time taken to provide the first response to inbound requests, measured in minutes.

Average resolution time (in mins): The average time taken to resolve inbound requests, measured in minutes.

Filters #

The following filters can be applied to further analyze the data:

  • Category – Filters available on categories can be applied to get agent-level data.
  • Channels – Channel-wise data breakdown can be applied to get agent-level data.
  • Date – The date filter can be applied to view agent performance on a daily level.
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