Halaman ini sedang dimuat

Explanation of Report Agent Performance Type

Article author
Learning Center Mekari
  • Updated

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:

  1. Agent Performance Overview
    13.png

    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.
  2. Top Rated Agents by CSAT
    4.png
    To see Agent scores based on customer satisfaction.

    This feature can be activated in the Settings menu.

  3. Top Rated Agents by CE
    5.pngTo 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.

  4. Agent Performance Comparison
    6.png

    Contains the total First Response Time, Response Time, Resolution Time, Conversations Assigned, Resolved Conversations, and Messages Sent from each agent.
  5. Agent Status List
    7.png

    Contains details of any Agent who is online or offline. This is also where the agent last changed his status.
  6. On Going Conversations
    8.png
    To view the ongoing chat on each Agent.
  7. Hand Over Conversation
    9.png

To see the handover chat on each Agent.

Can only be seen if you enable this feature.

 
 
Bagikan artikel ini