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Introduction to Agent Analytics

Updated: 12 hours ago

Overview

The overview section displays a total count of some important metrics for admins and dashboard viewers to get a quick view of the Team Inbox activity.



Assigned

The card "Ticket Assigned" shows the total number of tickets created & assigned to all the agents.


Resolved

The card "Ticket resolved" shows the total number of tickets that are marked resolved by agents throughout the selected time frame.


Unresolved tickets The card "Unresolved tickets" shows the total number of tickets that are still unresolved in the team inbox. This helps understand the current load of open tickets that must be addressed.


Expired Tickets

The card "Expired tickets" shows the count of tickets which got expired 24 hours after the last incoming message from the end user, within the date range selected on the analytics page.

This represents tickets that were not marked as solved by your team and hence a higher number means there is a need to review these chats and identify why they could not be solved.


Avg First Response Time

The metric "Avg first response time" shows how much average time your support team takes to respond to a new ticket or chat which is termed as First Response Time.


Avg Response Time

The metric " Avg response time" shows how much average time your support team takes to respond to a customer's message.


Avg Resolution Time

The metric "Avg resolution time" shows how much average time your support team takes to resolve customer's query & mark chat as resolved.


FRT Exceeded

The metric "FRT exceeded" shows the total number of chats for which First response time was breached within the selected time-range.


Unreplied

The metric "unreplied tickets" shows the total number of tickets which are left unreplied from the agent's end within the selected time-range


Pending

The metric "Pending tickets" show the number of tickets which are marked as pending is needed to look up & resolve the customer's issue.

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