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Gain valuable insights on your support agents’ performance and how well your team is performing with REVE Chat. Agent analytics directly impacts customer satisfaction. By using customer sentiment analytics to identify areas of concern, and then taking that information to continually improve agent performance, customer satisfaction increases.
There are two main components of Agent Analytics.
The agent’s activity report provides detailed information about the timely activity of your agents to engage with customer conversations.
The performance graph gives an overview of how well your team and individual agents are doing. Based on the reports, you can the top performers and agents who need to improve certain areas of their work.
Note: It showcases the total chats happened hourly, daily, weekly, monthly, and yearly.
The total chats report helps you to plan for your team’s size in the long term. Suppose, you see steady growth in the number of chats, you can predict when you need to add agents to your team.