Introduction

The Agent Chat Performance Report provides supervisors with a detailed overview of agents' performance in handling web chat conversations. This report is essential for evaluating how efficiently agents manage chat interactions and identifying opportunities to improve customer engagement via chat.

Purpose of the Report

This report assists supervisors in assessing the quality and efficiency of agents' chat handling skills. By monitoring metrics such as the number of chats handled, message count, and duration, supervisors can identify best practices and address any performance issues.

Key Elements of the Report

The report contains the following sections:

Header

Name of the Report: As defined during the report setup.

Original Report Type and Report Period: Specifies the type and the time frame of the report.

Selected Agents: Identifies the agents included in the report.

Per Agent Data

For each agent, the following data is displayed:

Agent Name: The short name of the agent.

Handled: The number of web chat conversations handled by the agent.

Message Count

Average (Avg): The average number of messages per chat conversation.

Maximum (Max): The maximum number of messages in any single chat conversation handled by the agent.

Duration

Average (Avg): The average duration of a web chat conversation.

Maximum (Max): The longest duration recorded for any web chat conversation handled by the agent.

Totals

Overall Totals: Aggregated data for all selected agents.

Footer

Generation Date and Time: Timestamp when the report was created.

Use Case Example

A supervisor notices that one agent has significantly longer average chat durations compared to others. After reviewing the Agent Chat Performance Report, the supervisor finds that this agent often sends many messages per conversation. The supervisor works with the agent to develop more concise and effective communication strategies, which leads to improved handling times and a better customer experience.

Conclusion

The Agent Chat Performance Report is a valuable tool for supervisors to track agent productivity in web chat interactions. By analysing chat handling efficiency, supervisors can support agents in refining their chat skills and maintaining consistent, high-quality customer interactions.