Guide FloatChat

Floatchat- User Guid

New Agent Performance

New Agent Performance in Floatchat:  #

1. Quality Floatchat:
#

  • Total Chats Handled: The total number of chats assigned, transferred, reopened, and resolved by the agent. A higher number indicates higher agent activity.
  • Chats Transferred: The number of chats transferred by the agent to another agent. A higher number of transfers may indicate lower agent quality.
  • Chats Resolved: The number of chats resolved or closed by the agent. A higher number indicates higher agent quality.
  • Chats Unresolved: The number of chats left unresolved by the agent. A higher number of unresolved chats may indicate lower agent quality.
  • User Feedback %: The percentage of chats with positive feedback from users. A higher percentage indicates higher agent quality.

2. Productivity Floatchat:
#

  • Total Chats Handled: The total number of chats assigned, transferred, reopened, and resolved by the agent. A higher number indicates higher agent activity.
  • Chats Assigned: The number of chats assigned to the agent. A higher number of assigned chats indicates higher agent activity.
  • Agent Replies: The number of replies sent by the agent. A higher number indicates higher agent activity.
  • 1st Response SLA %: The percentage of chats meeting the first response Service Level Agreement (SLA). A higher percentage indicates higher agent productivity.
  • Resolution SLA %: The percentage of chats resolved within the SLA. A higher percentage indicates higher agent productivity.

3. Performance Floatchat:
#

  • Total Chats Handled: The total number of chats assigned, transferred, reopened, and resolved by the agent. A higher number indicates higher agent activity.
  • Avg. Resolution Time in Business Hrs: The average time taken to resolve or close a chat, measured in business hours. A lower resolution time indicates better agent performance.
  • Avg. Response Time: The average time taken by the agent to respond. A lower response time indicates better agent performance.
  • Avg. 1st Response Time in Business Hrs: The average time taken by the agent to send the first response, measured in business hours. A lower 1st response time indicates better agent performance.
  • Avg. Assign Time in Business Hrs: The average time taken to assign a chat to the agent, measured in business hours. A lower assign time indicates better agent performance.
  • Avg. Assign Time in Calendar Hrs: The average time taken to assign a chat to the agent, measured in calendar hours. A lower assign time indicates better agent performance.
  • Avg. Resolution Time in Calendar Hrs: The average time taken to resolve or close a chat, measured in calendar hours. A lower resolution time indicates better agent performance.
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