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Can I view agent performance report?

March 8th, 2016 | Transcripts & Reports

Yes, you can view agent performance report in your account.

Step by Step Instructions

  1. Go to the Live Chat module;

  2. Click Agents under Reports on the left menu bar. You can see an overview of agent’s performance here;

    Agents Report

    Agent performance breaks down each agent’s live chat metrics by workload, efficiency and chat quality. This includes average online time, chat times, average rating, and all other detailed metrics. Identifying who your best chat agents are can help you determine who to give greater responsibility to and who to leverage to help train, monitor, and improve the overall performance of your live chat team.

  3. Click Status, and you will see each of your agent’s status at every single point of time in a defined day.

    Agent Status Report
You can use this report to identify which agents or teams may be causing missed chat opportunities by not being available as needed and adjust team responsibilities or staffing as necessary.
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