This article provides you with information about the agent metrics report available on the platform.

Estimated reading time: 05 minutes

In this report, you can obtain metrics related to agent interactions on the platform. Remember that the data can be filtered by date through period filters. Additionally, you can filter by channels, agents, attention queues, etc. Below is an overview of the initial screen of the report and a glossary for reference.

Screenshot of the Agent Metrics Report

Glossary

• Queue: The attention queue configured in the platform where the agent is interacting with the user. If there is more than one queue, hover over the queue name to view them.
• Channel: The channel through which the interaction is taking place (e.g., email, WhatsApp, webchat). If multiple service channels are configured, it will display which channel the agent is interacting with.

• Last Access: Time since the agent last accessed the platform.
• Last Status: Time since the agent last changed their attention status.
• Ongoing Conversations: Indicates the number of open conversations with users.
• Closed Conversations: Indicates the conversations closed by the agent.
• Users Waiting for Agent Response: Indicates users awaiting a response from the agent.
• Queue Waiting Time: Time elapsed from when the user enters a queue until assigned an agent (high times suggest more automation or more agents are needed).
• Agent Response Time: Time elapsed from when an agent is assigned to the user until the first agent response.
• Queue Waiting Time + Agent Response Time: Time elapsed from when the user enters a queue until the first agent response.
• Conversation with Agent: Time elapsed from when the user receives the first agent response until the conversation is closed.
• Total Conversation Time: Time elapsed from when a user initiates a conversation until it is closed.
• Average Response Time: Average time taken by the agent to respond.
• Number of Responses: Average number of responses per agent.
• Received Transfers: Shows how many users were transferred to this agent.
• Made Transfers: Indicates how many users were transferred by this agent to others.
• Transferred Sessions without Messages: Indicates transferred sessions without messages.
• Classifications: Indicates which type of conversations the agent handled. Conversation types can be configured on the platform and refer to reasons for initiating these conversations (e.g., Resolutions, Queries). Each type has an ID for identification purposes.
• Abandoned by User: Indicates if the session was abandoned by the user.
• Abandoned by Agent: Indicates sessions the agent did not attend to for over 24 hours.
• Closed Conversations without Messages: Indicates how many conversations without messages were closed by the agent.
• NPS (Net Promoter Score): Indicates the quality of service score received by the user from the agent. You can use the NPS variable in an intention to have data associated with your agents.
• Agent Timeout: Indicates how many times an agent inactivity intention was executed.

• User Timeout: Indicates how many times a user inactivity intention was executed.
• Timeout without Messages: Indicates conversations that exceeded the configured timeout period without messages from the agents.

Additional Considerations of the Report

By clicking on "Download by Agent" and "Download by Conversation," you can extract data by agent or conversation into an Excel document, downloading comprehensive information based on applied filters: time period, groups, agents, channels, etc., as shown on the screen below.

Optimize your agent team's potential through these metrics, enabling you to identify and correct any issues and implement necessary changes.

Remember to visit our Help Center for more information.

Written by Botmaker Team

Updated: 07/08/2024