Through ‘Agent Analytics’ you will get detailed information about your agents’ last login details, total successful chats, customer ratings and the specific roles assigned to them.
‘Agent Analytics’ is available under ‘Reporting & Analytics’ section.
Download and print reports:
You can also download the whole report in PDF, Excel formats by clicking on the ‘PDF’ and ‘Excel’ buttons placed just under ‘Agent Analytics’ heading. To get printed reports, click on ‘Print’ button.
Search Agent Analytics by a specific time period and customer ratings:
- You can also get reports for a specific time period. For that, insert your required time period in the given spaces under ‘Agent Analytics’ heading and click on the ‘Search’ button.
You can also filter the analytical report by customer ratings. For example, if you want to see the details of agents who have got more that 50% customer ratings, then just select ‘50’ from the drop down list placed just beside the ‘Select Rating’ section and click on the ‘Search’ button.