The Agent Performance dashboard leverages the Agent and Group tag attributes to deliver a real-time dashboard that allows volume customers a view across their chat operations landscape. Each view has a toggle for daily and hourly calculations. To set up the Agent Performance dashboard, see Group tags and Agent tags.
Users are required to have the "Viewer" rule enabled to access the Agent Performance dashboard.
View by Group
View by Group Tag
View by Agent Tag
Metrics
The following metrics are available for each view on the Agent Performance dashboard.
| Metric | Description |
|---|---|
| Contacts Waiting | The number of visitors waiting for a chat. |
| Average Queue Time | The average wait time across all chats. |
| Oldest Contact Waiting | The length of time that the earliest visitor has been waiting. |
| Agents Available | The number of agents available. |
Aux Away Logged In Unavailable | The number of agents that are logged in but not available. |
| Logged In | The number of agents logged in. |
| Average Wait Time | The average time that visitors have been waiting. |
| Service Level | The service level success percentage based on settings in the Service Level Report. See Service Level report |
| Offered | The number of chat slots available. (Chat slots = number of agents available x number of max chats set for each agent) Agent max chats can be set on the Manage Agents screen and also on each agents profile page: Profile > Chats. |
| Answered | The number of visitor chat request that resulted in an engagement with an agent. |
| Average Handle Time | The average length of time across all chats. |