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.
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.