LeaderBoard

Unlock insights into your support team's performance with detailed analysis of agent activities. From response times to conversation closures, gain a comprehensive understanding of efficiency and productivity to enhance customer satisfaction.

## Viewing Agent Performance

The agent performance dashboard in conversation mode provides a detailed overview of how efficiently and effectively your support team is operating. Here's a breakdown of the key elements featured:

### Top Performing Agent

• This section highlights the agent with the best performance during the selected period, showing the number of conversations they closed.

### Messages Sent

• This displays the total messages sent by the agent or team within the specified timeframe.

### Assigned Conversations

• This indicates how many conversations have been assigned to agents.

### Average First Response Time

• This shows the average time it takes for agents to respond to a new conversation.

### Average Resolution Time

• This displays the average time required to resolve conversations.

### Assigned Conversations Chart

• This bar chart depicts the number of conversations assigned to each agent.

### Conversation Distribution Chart

• This donut chart illustrates the percentage distribution of conversations among agents.

Here is an example of this dashboard:

• Closed Conversations (#LeaderBoard-ClosedConversations)

• Messages Sent (#LeaderBoard-MessagesSent.1)

## Analysis of Closed Conversations and Messages Sent

In conversation mode, you can also analyse agent performance based on closed conversations and messages sent. Here's the information provided:

### Closed Conversations

• A bar chart shows the number of conversations each agent has closed.

• A donut chart displays the percentage of closed conversations per agent, offering a clear picture of who is closing the most conversations.

### Messages Sent

• A bar chart details the number of messages each agent has sent.

• A donut chart illustrates the percentage of messages sent by each agent, providing insights into their messaging activity.

These charts help identify performance patterns and assess each agent's productivity, aiding in better management and resource allocation.

Here is an example of these charts:

• Average First Response Time (#LeaderBoard-AverageFirstResponseTime.1)

• Average Assignment to First Response Time (#LeaderBoard-AverageAssignmenttoFirstResponseTime)

## Average First Response Time and Average Assignment to First Response Time

Conversation mode also offers insights into agent response times, focusing on the average first response time and the average assignment to first response time. Here's what is presented:

### Average First Response Time

• A bar chart shows the average time each agent takes to provide the first response to a new conversation, helping to monitor how promptly agents address customers initially.

### Average Assignment to First Response Time

• A bar chart presents the average time from when a conversation is assigned to an agent until their first response, allowing analysis of agent efficiency after assignment.

These charts are crucial for evaluating how effectively agents respond to customer inquiries, enhancing overall customer service.

Here is an example of these charts:

• Average Response Time (#LeaderBoard-AverageResponseTime)

• Average Resolution Time (#LeaderBoard-AverageResolutionTime.1)

• Average First Assignment to Closure Time (#LeaderBoard-AverageFirstAssignmenttoClosureTime)

• Average Last Assignment to Closure Time (#LeaderBoard-AverageLastAssignmenttoClosureTime)

## Average Response, Resolution, and Closure Times

In conversation mode, key metrics related to response, resolution, and closure times are monitored. These metrics ensure efficient service and highlight areas for improvement. Here's the information provided:

### Average Response Time

• A bar chart shows the average time each agent takes to respond to customer messages, which is vital to ensure customers receive timely responses, boosting satisfaction.

### Average Resolution Time

• A bar chart presents the average time taken to fully resolve a conversation, helping to monitor problem-solving efficiency and identify potential support process bottlenecks.

### Average First Assignment to Closure Time

• A bar chart shows the average time from the first assignment of a conversation to an agent until its closure, useful for evaluating the overall efficiency of the support process.

### Average Last Assignment to Closure Time

• A bar chart details the average time from the last assignment of a conversation to closure, helping to identify any delays in the conversation closure process.

Here is an example of these charts: