The Performance by Country report compares US, Canada and Europe side by side. For each country bucket and for each agent it shows engagements, performance and scores, so you can see how a new regional team is doing next to your established one.

You find it under Reports, Performance by Country. It is available to accounts that include agent-level reports (see Agent-Level Reports).

Country buckets

• US
• Canada
• Europe: EU member countries, the United Kingdom, Switzerland and Norway
• Other: any other country, plus chats with no detectable location

Three ways to group

Use the "Attribute by" control.

• Visitor country. Groups each chat by where the visitor is located.
• Agent country. Groups each chat by the country on the agent's profile. Agents whose profile still shows the default of United States are flagged "country not set" and counted as US until you update their country.
• Assigned group. Groups each chat by the group (team) it was routed into. Map each of your groups to US, Canada, Europe or any label you choose. Groups you leave unmapped appear under Other. The mapping is saved for your whole account, and administrators and managers can change it.

What it shows

• Engagements: total, handled, missed and abandoned.
• Performance: average first response, average handle time, bot containment, transfers to an agent and service level.
• Scores: CSAT average and number of responses, and the share of positive sentiment.

A cell shows a dash when there is nothing to measure, for example CSAT before any survey responses arrive. The report never estimates a missing number.

Concordance

Below the agent table, the Concordance section shows how often the visitor's country matches the country of the team (or, when you attribute by agent country, the agent) that handled the chat. It gives a headline such as "60% matched (6 of 10)" and a small grid: rows are the visitor's country bucket, columns are the bucket of the team or agent that handled the chat, and each cell is a number of chats. The diagonal (US to US, Canada to Canada and so on) is highlighted because those are the matches.

Use it to answer questions such as "How many Poland chats went to the US team?" Poland is in the Europe bucket, so read the Europe row and the US column. When there is nothing to measure, the headline shows a dash instead of a percentage; the report never estimates.

The headline also shows a 95% range, for example "60% matched (95% range 31% to 83%)". The range tells you how much the percentage could move with more chats. When there are only a few chats the report adds "Small sample, treat as a rough guide." Chats where no visitor location could be detected are listed on their own line ("No location detected: N chats (not counted)") and are not part of the matched percentage.

Chats that nobody was assigned to are also left out of the percentage. They appear on their own line ("Not assigned to anyone: N chats (not counted)") with a breakdown by the visitor's region.

Under the grid you also find:

• By handling group. Each group's chats, matched chats, match rate and 95% range.
• Daily match rate. A small chart of the match rate for each day in the date range. Days with no chats show as a gap.
• Matched compared with mismatched chats. Side by side, the average first response, average handle time, transfers and CSAT for chats where the countries matched and chats where they did not. A dash means there is nothing to measure.

The team's country comes from your group mapping (see Assigned group above). Chats handled by an unmapped group count under Other.

Filters and export

Pick a date range and, if you want, a single channel. Search, sort and page through the agent table. Choose Export CSV or Export Excel to download the same data. Exports count toward your monthly report export allowance.

Where else the buckets appear

Once you map your groups, the team breakdowns in the Service Level and Response Time reports show each group's bucket next to its name.

Ask Moshky

Moshky can run the report and update the group mapping for you. For example: "Show performance by country for the last 30 days" or "Map the Poland group to Europe." or "How many Poland chats went to the US team?"