Table of Content

    Performance Details

    • July 30, 2025
    • 2 mins read

    Table of Content

      Report for a customer support company to tracks and evaluate individual agents performance.

      Filters and Options

      1. Agent Filter: Allows you to filter the data for specific agents or view it for all agents.
      2. Department Filter: Allows you to filter the data based on departments created.
      3. Channel: Allows you to filter data based on the channel used by the customer.
      4. Time Range Selection: Provides options to select the desired time range for analysis: Last 1 Day, Last 7 Days, Last 30 Days.

      Time Series Details

      • Hoourly: Displays the number of chats interacted hour-wise.
      • Daily: Displays the number of chats interacted day-wise.
      • Monthly: Displays the number of chats interacted month-wise.

      Report Elements

      • Date: This indicates the specific date when the agent handled chats. It helps track performance over time.
      • Agent: The agent’s identification or name. This allows tracking their performance and interactions.
      • Total Handled Chats: The total number of chats the agent managed during their availability. It reflects their workload and productivity.
      • Engaged Time: The actual time spent handling chats, excluding breaks. It represents the productive time when the agent interacted with users.
      • Average Chat Duration: This metric calculates the average duration of individual chats. It helps assess efficiency and workload.
      • Max Chat Duration: The longest chat duration among all the chats handled by the agent. It highlights exceptional cases or potential areas for improvement.
      • Average Rating: The average rating received from users after each chat. It provides insight into user satisfaction and agent performance.
      • Feedback Count: The number of feedback instances received. Feedback helps agents understand their strengths and areas for improvement.

      AUTHOR’S BIO

      Rahat Hassan is a strategic Product Marketing Manager at REVE Chat specializing in customer experience & communication. He is passionate about creating compelling content for diverse audiences. Beyond work, he enjoys reading articles and watching videos on trending technological shifts ...

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