Where Can I View the Agent Performance Report

The Agent Performance Report provides data regarding agents’ overall performance in terms of chat time and wait time within a specific time period. Detailed metrics include Avg. Chat Time, Avg. Wait Time, Chats, Total Chat Time, Last Message Sent by Agent. This helps you gain an overview of how your agents have performed as a whole.

Note:  In Ultra edition, Agent Performance is split into two detailed reports: Workload and Efficiency.
  • Workload Report shows utilization by comparing time on chats with idle time.
  • Efficiency Report shows the average response time, wait time, and chat time of each agent, department, and the whole live chat team.

You can view the Agent Performance Report in your account. From the left navigation menu, go to Reporting > Live Chat reports to see various options or parameters such as Real-time, chat volume, wait time, and so forth to access the agent’s performance.

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Identifying who your best chat agents are can help you determine who to give greater responsibility to and who to leverage to help train, monitor, and improve your live chat team's overall performance. To check more live chat reports available in our live chat system, click here.