Agent Performance Widget

Welcome to our Agent Performance Widget user guide. This guide will help you navigate through the features and functionalities of the Agent Performance Widget, enhancing your ability to monitor and manage your agents effectively.

1. To get started, follow these steps:
2. Navigate to the Real-Time Dashboard.
3. Access the “Add Charts” section.
4. You will find a widget available called “Agent Performance.” 

Note: Widget is hidden by default. Admins and managers can add them from the menu.

This widget is conveniently arranged in alphabetical order, allowing you to easily locate and configure them to match your specific requirements.

You have the flexibility to rearrange widgets across the dashboard for optimal placement, and they offer a rich array of data columns, including agent names, average response times, and more.”

Agent Performance Widget

The Agent Performance widget provides real-time information on your agents. 

Below are the metrics available:

1. Agent Name
   Agent’s full name 
2. AVG FRT (Average First Response Time)
   AVG FRT represents the average time it takes for an agent to send the first response to a customer query. It is calculated by summing up the time it took for each first response across all chats and then dividing by the total number of chats.
3. AVG RT (Average Response Time)
   AVG RT represents the average time it takes to respond to customer messages during a chat session. It is calculated by summing up the time it took for each response across all chats and then dividing by the total number of responses.
4. AVG Handling Time
   AVG Handling Time represents the average time it takes for an agent to handle and resolve a customer query. It is calculated by summing up the time spent by agents on all chats and then dividing by the total number of chats.

5. AVG CSAT (Customer Satisfaction)
   AVG CSAT represents the customer satisfaction score based on feedback or surveys received after interactions with agents.
   Formula = {Number of positives CSAT  scores}*100/{Total number of CSAT’s received}
   
6. Assigned
   This displays the number of chats that were assigned to an agent till now.
   
7. On Me
   Number of conversations that an agent has under “Waiting On Me” status.
   
8. On User
   Number of conversations that an agent has under “Waiting on User” status.
   
9. Open Conversations
   This represents the number of chats that are currently assigned to the agent and are in open stateDepartment Filtering

You can filter the widget to view agents by agent name or email.


Flexible Sorting

You can easily sort data using the available sorting options for every column in the widget, ensuring your view aligns with your preferences.

For any technical issues or further questions, please contact our technical support team at support@verloop.io.