Agent Performance is one of the types of reports available on the Qontak Omnichannel. To view this type of report, go to the Reports menu and then click the "Agent Performance" tab. The reports contained in the Agent Performance menu are:
- Filter
Use the available filters to customize the zone, channel, and timeframe of the report you want to view. - Agent Performance Overview
Contains the total First Response Time, Response Time, Resolution Time, and Wait Time along with Assigned Conversations, Resolved Conversations, and Messages Sent as a whole. - Top Rated Agents by CSAT
To see Agent scores based on customer satisfaction.
This feature can be activated in the Settings menu.
- Top Rated Agents by CE
To see the score based on the level of ease with which the customer has a conversation with the Agent.
This feature can be activated in the Settings menu.
- Agent Performance Comparison
Contains the total First Response Time, Response Time, Resolution Time, Conversations Assigned, Resolved Conversations, and Messages Sent from each agent. - Agent Status List
Contains details of any Agent who is online or offline. This is also where the agent last changed his status. - On Going Conversations
To view the ongoing chat on each Agent. - Hand Over Conversation
To see the handover chat on each Agent.
Can only be seen if you enable this feature.
