Inbox Agent Performance Dashboard
This lets you evaluate the performance of your support agents to ensure high-quality customer service. Track metrics such as average response time, number of resolved tickets, customer satisfaction ratings, and agent activity levels. Identify top-performing agents and areas where additional training or support may be needed to improve performance.
Inbox agent performance KPIs
| KPI | Description |
|---|---|
| Average Handling Time by Agent | Measures the average time each agent spends handling tickets. It helps in evaluating individual agent efficiency and performance. |
| Average Handling Time | Shows the overall average time taken to handle tickets. It provides a general benchmark for handling times across the team. |
| Average Handling Time by Day | Displays the average handling time for tickets on a daily basis. It helps in identifying daily trends and potential issues affecting handling times. |
| Average FRT by Agent | Tracks the average first response time (FRT) for each agent. It helps in assessing how quickly agents respond to new tickets. |
| Average FRT | Shows the overall average first response time for tickets. It provides a general benchmark for response times across the team. |
| Average FRT by Day | Displays the average first response time for tickets on a daily basis. It helps in identifying daily trends and potential issues affecting response times. |
| Average Chat Response Time by Agent | Measures the average response time for chat interactions for each agent. It helps in evaluating individual agent performance in real-time communication. |
| Average Chat Response Time | Shows the overall average response time for chat interactions. It provides a general benchmark for chat response times across the team. |
| Average Chat Response Time by Day | Displays the average response time for chat interactions on a daily basis. It helps in identifying daily trends and potential issues affecting chat response times. |
| Average Queue Time | Measures the average time tickets spend in the queue before being handled. It helps in understanding delays in ticket processing. |
| Average Queue Time by Day | Displays the average queue time for tickets on a daily basis. It helps in identifying daily trends and potential bottlenecks in ticket processing. |
| Agent Transfers by Day | Tracks the number of ticket transfers between agents on a daily basis. It helps in understanding collaboration and potential inefficiencies in ticket routing. |
Inbox agent performance Filters
You can filter Inbox Agent Performance Data with two filters: date and ticket priority.
- Ticket priority filter: This allows you to customize the dashboard based on ticket priority according to urgency or importance.