Agent Performance Digital

Updated 

3 days ago

The Agent Performance Digital Report provides comprehensive insights into an agent's performance across various digital channels such as chat, email, and messaging platforms.

It tracks key metrics like response time, which measures how quickly agents respond to customer queries, and resolution time, indicating how long it takes to resolve customer issues at one place. The report also includes customer satisfaction (CSAT) scores, reflecting how satisfied customers are with the service, and First Contact Resolution (FCR), which shows the percentage of issues resolved during the first interaction.

Scenarios for using the report

  • Performance Monitoring: Managers can use the report to assess the strengths and weaknesses of agents and make informed decisions about training or workload adjustments.

  • Identifying Trends: It helps identify patterns in agent performance, like peak hours of high efficiency or moments when escalations are more frequent.

  • Customer Satisfaction Improvement: By analyzing performance and satisfaction data, organizations can better understand customer needs and improve service quality.

The Agent Performance Digital Report provides actionable data that helps businesses improve agent efficiency, enhance customer service, and optimize workforce management across digital channels.

Dashboard Sections

The Agent Performance Digital Report is split into various sections which provides actionable insights about Agents Performance.

  • Overall: This section provides an overview of key agent performance metrics, including the number of assignments, response count, first response time, average response time, and average handling time.

  • Live Chat: This section provides detailed insights into the performance and effectiveness of live chat interactions. It typically includes metrics such as Number of Assignments, Response Time, First Response Time, Response Time Excluding First Response Time, Average Handling Time.

  • Social: This section provides detailed insights into the performance and effectiveness of cases handled through social media channels. It typically includes metrics such as Number of Assignments, Response Time, First Response Time, Response Time Excluding First Response Time, Average Handling Time.

  • Email: This section provides detailed insights into the performance and effectiveness of cases handled through Emails.

  • Assignment Raw Dump: The Assignment Raw Dump section displays detailed records, where each row represents an individual case assignment to an agent.

Let’s try and understand the various metrics in detail:

This report is split into 2 different types of reports:

  • Interval Split Summary: An Interval Split Summary Report breaks down data or performance metrics into specific time intervals, offering a concise summary for each period. This report helps identify trends and patterns by organizing data into segments like hourly, daily, or weekly intervals, making it easier to analyze and compare performance over time.

  • Channel Split Summary: The dashboard includes a "Channel Split Summary" section, offering a detailed breakdown of metrics by channel. Since agents handle cases across various platforms (e.g., live chat, social media, email), selecting the dropdown provides an in-depth view of performance for each channel.

Let’s understand the various metrics in detail:

Name 

Definition 

Number of Assignments 

Total tasks or duties assigned to an individual or group within a given period.  

Number of Assignments (With Brand Responses) 

Cases assigned to the agent where the agent has provided a response.  

Response Count 

Refers to the total number of replies or actions given in response to a query or task.  

First Response Time (Agent) 

Refers to the amount of time it takes for an agent to provide a first response after a query, request or response.  

Response Time Excluding First (Agent) 

Refers to the time it takes for an agent to respond to subsequent messages or queries, excluding the time taken for the initial response.  

Response Time (Agent to Customer) 

Refers to the time it takes for an agent to reply to a customer's query, starting from when the customer first contacts.  

Handling Time (Assigned Duration) 

Refers to the average amount of time an agent takes to resolve or handle a case or task, from the moment it is assigned to them until completion, including all interactions.  

Handling Time (Digital) 

Refers to the average time taken to resolve a case via digital channels, from assignment to closure. 

 

The metrics mirror those found in the Overall Section. Refer to Overall section to know the definition of metrics.

Let's have a look at various metrics:

Metrics

Dimensions

Number of Assignments

This measures the number of times a particular case has been assigned to the agent.

Number Of Assignments (With Brand Response)

Measures number of times a particular case that has been assigned to the agent has been responded

Response Count

Count of responses sent by the agent on the case

Avg. of First Response Time (Agent)

This measures the duration of the first agent response after each case is assigned to the queue, starting from either the agent assignment time or the last unanswered customer message on the case, based on the values selected in the service settings screen.

Avg. of Response Time Excluding First (Agent)

Measures the next response time made by the agent, excluding the time taken to respond to the first response).

Avg. of Response Time (Agent to Customer)

Measures the duration of overall responses that was sent on the case by the agent during that assignment. This excludes auto responses, auto imports and surveys.

Avg. of Handle Time (Assigned Duration)

This depicts the total time a case was assigned to the agent, showing the duration for each agent assignment.

The metrics mirror those found in the Overall section. Refer to Overall section to know the definition of metrics.

Let's look at the metrics:

Metrics

Description

Number of Assignements

Measures number of times a particular case has been assigned to the agent.

Number Of Assignments (With Brand Response)

Measures number of times a particular case that has been assigned to the agent has been responded.

Response Count

Count of responses sent by the agent on the case.

Avg. of First Response Time (Agent)

This measures the duration of the first agent response after each assignment to the queue, starting from either the agent assignment time or the last unanswered customer message on the case, as per the values selected in the "service settings screen."

Avg. of Response Time Excluding First (Agent)

This measures the time taken by the agent to make the next response, excluding the time taken for the first response.

Avg. of Response Time (Agent to Customer)

Measures the duration of overall responses that were sent on the case by the agent during that assignment. This excludes auto-responses, auto imports and surveys.

Avg. of Handle Time (Assigned Duration)

Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment.

Let's look at the various metrics:

Let's have a look at the report now:

  • Interval Split Summary: An Interval Split Summary Report breaks down data or performance metrics into specific time intervals, offering a concise summary for each period. This report helps identify trends and patterns by organizing data into segments like hourly, daily, or weekly intervals, making it easier to analyze and compare performance over time.

    Note: Metrics would be like Overall report.

    Metrics

    Description

    Number Of Assignments

    This measures the number of times a particular case has been assigned to the agent.

    Number Of Assignments (With Brand Response)

    Measures number of times a particular case that has been assigned to the agent has been responded.

    Response Count

    The count of responses sent by the agent on the case.

    Avg. of First Response Time (Agent)

    This measures the duration of the first agent response after each assignment to the queue, starting from either the agent assignment time or the last unanswered customer message on the case, according to the values set in the "service settings screen."

    Avg. of Response Time Excluding First (Agent)

    This measures the time taken by the agent to make the next response, excluding the time spent on the first response.

    Avg. of Response Time (Agent to Customer)

    Measures the duration of overall responses that was sent on the case by the agent during that assignment. This excludes auto responses, auto imports and surveys.

    Avg. of Handle Time (Assigned Duration)

    This depicts the total time a case was assigned to the agent, showing the duration for each individual agent assignment.

Reassigned cases are listed as separate entries, allowing for detailed tracking of assignments and agent actions.

It captures additional details beyond those in the Overall Section, such as:

Name 

Definition 

Case Number 

A unique identifier assigned to each case for tracking and reference purposes.  

Case Details 

Descriptive information about the case, including the nature of the issue or request being handled.  

Case Creation Time 

The exact date and time when the case was created or logged into the system.  

Channel (Snapshot)

The communication platform through which the case was initiated (e.g., email, live chat, social media, phone).  

Agent Assign Time 

The date and time when the case was assigned to a specific agent for handling.  

Assignment Method 

The process or criteria used to assign the case to an agent, such as manual assignment or automatic routing. 

Number of Assignements

This measures the number of times a particular case has been assigned to the agent.

Number of Assignments (With Brand Response)

Measures number of times a particular case that has been assigned to the agent has been responded.

Response Count

The count of responses sent by the agent on the case.

First Response Time (Agent)

This measures the duration of the first agent response after each assignment to the queue, starting from either the agent assignment time or the last unanswered customer message on the case, according to the values set in the "service settings screen."

Response Time Excluding First(Agent)

This measures the time taken by the agent to make the next response, excluding the time spent on the first response.

Response Time (Agent to Customer)

Measures the duration of overall responses that was sent on the case by the agent during that assignment. This excludes auto responses, auto imports and surveys.

Handle Time (Assigned Duration)

This depicts the total time a case was assigned to the agent, showing the duration for each individual agent assignment.

Handle Time (Digital)

Handle Time (Digital) is the total time an agent spends managing a digital interaction, including response and resolution time.

 

Manage Dashboard

  • Date Range Section: A date range selector allows you to choose the period for viewing data. You can customize the range by setting a start and end date, or select from options like today, this week, last 7 days, last 30 days, last 60 days, last month, last year, or lifetime.

Was this article helpful?

Related Articles

Loading...