Agents

"User Performance report provides agent evaluation with filters for date and team selection, while User Sessions report offers efficient tracking of agent sessions by name with key session details."

Filters

• Frequency and date — Select a date range from the drop-down list to be applied to the report. Alternatively, you can define the date range by frequency. The following options are available:

  • Today

  • Yesterday

  • Last 7 Days

  • Last Month

• You can refine the view of the report components by adding more filter(s). The following filters are available:

  • Select Team

  • Select Agent

• Clear All — You can use this option to reset the filters to the default selections.

The User Performance report is a powerful tool for evaluating the performance of individual agents. Here's how to make the most of this report:

1. Search by Agent Name:

• Use the search bar to enter the name of the specific agent you want to evaluate.

2. Report Columns:

• Name: Displays the agent's name for easy identification.

• Assigned Conversations: Shows the number of conversations assigned to the agent.

• Closed Conversations: Indicates the total number of conversations closed by the agent.

• Unique Contact Closed: Reflects the number of unique contacts with closed conversations.

• Message Sent Count: Displays the total count of messages sent by the agent.

• Average Resolution Time: Provides the average time taken by the agent to resolve issues in conversations.

• Average First Resolution: This shows the average time it takes for the agent to achieve the first resolution in a conversation.

• Max Resolution Time: Indicates the longest time taken by the agent to resolve a conversation.

User Sessions

The User Sessions report is a tool for monitoring and tracking user sessions by agent. Here's how to effectively use this report:

1. Search by Agent Name:

• Use the search bar to enter the name of the specific agent whose sessions you want to track.

2. Report Columns:

• Name: Displays the agent's name for easy identification.

• Email: Shows the agent's associated email address.

• Duration: Indicates the duration of the user session.

• IP: Reflects the IP address from which the session was conducted.

• Browser: Specifies the web browser used for the session.

• OS (Operating System): Displays the operating system of the device used for the session.

• Login: Shows the timestamp when the user logged in.

• Logout: Indicates the timestamp when the user logs out.