Verified AI summary ◀▼
The agent productivity real-time dashboard helps you monitor agent performance and efficiency. It includes tabs for agent availability, efficiency, and productivity by brand and group. You can filter reports by various criteria like brand and channel. Use this tool to track metrics such as first reply time, handle time, and tickets solved, aiding in workload management and performance assessment.
The agent productivity dashboard gives you an overview of how your agents and
groups of agents are performing. In any dashboard, you can hide or show the filters by
clicking the filter icon (
). You can click on any agent to navigate to
their agent profile.
This dashboard contains the following tabs:
Agent availability
This tab gives you information about your agents capacity and availability. The reports can be filtered by brand, group, agent, agent status, channel type, and channel.
The tab contains the following reports:
- Agents available for email: The number of agents that are available for email support. You can drill into this report to see more details about the available agents.
- Agent capacity for email: A pie chart showing the percentage of agents who have tickets assigned in the email channel, and how many are available for email support.
- Agents available for messaging: The number of agents that are available for messaging support. You can drill into this report to see more details about the available agents.
- Agent capacity for messaging: A pie chart showing the percentage of agents who are already using the messaging channel, and how many are available for messaging support.
- Agents available for voice: The number of agents that are available for voice support. You can drill into this report to see more details about the available agents.
- Agent capacity for voice: A pie chart showing the percentage of agents who are already using the voice channel, and how many are available for voice support.
- Agent statuses: A detailed breakdown of your agent’s showing their status for each channel, email, messaging, and voice. You can click any value under Number of agents to drill-in and see the agents with that status.
- Agent availability and capacity: A detailed breakdown of your agent’s status alongside their ticket assignment. You can click the number of tickets assigned to see further detail on the work items assigned.
- Agent availability and capacity in use by group: Similar to the agent availability and capacities report, this table provides an overview by group on agents availability alongside work item assignment. You can click any of the numeric values to drill in to further details.
Agent efficiency
This tab provides detailed information on your agent's productivity and performance across all channels. Supervisors can use this information to understand how well agents are managing their workload, responsiveness, and efficiency. The reports can be filtered by brand, group, agent, channel type, channel, and ticket assigned time.
The tab contains the following reports:
Real-time reports
- Avg. first reply time for email: The average time between when an email ticket is assigned to an agent until the agent’s first public response.
- Avg. agent reply time for email: The average time it takes an agent to respond between each customer interaction for an email.
- Avg. handle time for email: The average time, from start to finish, that a customer was connected with an agent using email. This metric only counts duration whilst the ticket is in an open or pending state.
- Email tickets solved: The number of email tickets solved by the agent during the time period you selected.
- Avg. first reply time for messaging: The average time between when a messaging ticket is assigned to an agent until the agent’s first public response.
- Avg. agent reply time for messaging: The average time it takes an agent to respond between each customer interaction for a message. This metric only counts duration whilst the ticket is in an open or pending state.
- Avg. handle time for messaging: The average time, from start to finish, that a customer was connected with an agent using messaging.
- Messaging tickets solved: The number of messaging tickets solved during the time period you selected.
- Avg. ringing time for voice: The average time between when a voice ticket is assigned to an agent until the agent’s first public response.
- Avg. hold time for voice: The average time it takes an agent to respond between each customer interaction for a call. This metric only counts duration whilst the ticket is in an open or pending state.
- Avg. handle time for voice: The average time, from start to finish, that a customer was connected with an agent using voice.
- Voice tickets handled: The number of voice tickets solved during the time period you selected.
Agent leaderboard
A collection of reports that compare your agent's performance. You can click the arrow next to a report's columns to sort into ascending or descending order. For example, you could sort the email tickets solved report to display the agent who solved the most tickets, or the agent who solved the least.
The following reports are available:
- Email first reply time: List of agents by the average time it takes them to first respond publicly on an assigned email ticket.
- Email reply time: List of agents by their average response time to customer email tickets.
- Email handle time: List of agents by the average time spent handling email tickets from assignment until resolution.
- Email tickets solved: List of agents by the number of email tickets solved.
- Messaging first reply time: List of agents by the average time it takes them to first respond publicly on an assigned messaging ticket.
- Messaging reply time: List of agents by their average response time on customer messaging tickets.
- Messaging handle time: List of agents by the average time spent handling each messaging interaction from assignment until resolution.
- Messaging tickets solved: List of agents by the number of messaging tickets solved.
- Voice ringing time: List of agents by the average time it takes them to first respond to a call.
- Voice hold time: List of agents by their average time with customers on hold.
- Voice handle time: List of agents by the average time spent handling each call interaction from assignment until resolution.
- Voice tickets handled: List of agents by the number of voice tickets solved.
Agent productivity by brand
For each of your brands, this tab provides information on your agents capacity and availability. The reports can be filtered by brand, group, agent, agent status, channel type, and channel.
The tab contains the following reports:
- Agent availability and capacity in use by brand: For each of your brands, displays the brand name, assigned tickets, and agents available and capacity in use for email, messaging, and voice.
Agent productivity by group
For each of your groups, this tab gives you information about your agents capacity and availability. The reports can be filtered by brand, group, agent name, agent status, channel type, and channel.
- Agent availability and capacity in use by group: For each of your groups, displays the group name, assigned tickets, and agents available and capacity in use for email and messaging.