The Agent efficiency report allows you to view statistics on the success of employee fulfillment of tasks and goals for a selected period. In particular, the report displays: the number of requests in which the employee gave answers, as well as the average time of the first and all other answers in the request.
To view the report, go to the “Reports” menu and select “Agent efficiency ”:
You can specify to generate a report:
- Report template. Allows you to specify the required parameters and fields once, save them and then use them as a template.
- The period for which the report is interested.
- Date from:
- creation - means that the report will contain only those requests that were created during the specified period of time;
- creation and closing - only those requests that were created or closed during the specified period of time;
- modifications - only those requests where the last modification was made within the specified period of time;
- closures - only those requests that have been closed during the specified period of time, regardless of when they were created.
- Basic/custom fields. Allows you to limit the report by certain fields of request. For example, you want the report to contain only requests of a certain executor and/or department. By analogy, you can set restrictions for many other parameters as well.
After you press the button, the report generation process will start. Depending on the number of requests and parameters, the report generation time will depend on the number of requests and parameters. The generated report has the status “Processed” and can be downloaded in the “History of requested reports” tab.
What each column means and how each is counted:
- Employee. Name of the employee who participated in processing the requests (left answers in them).
- Quantity. Number of requests in which the employee left answers for the specified time period. Please note that even if he/she was not the executor in the request at the moment of report generation, but wrote answers in the request, it will still be taken into account in the calculation.
- Average time to first reply. The period from the time of request creation to the time when the first response is sent. If after the first client's message there is an auto-reply, and then the client writes a second message, the time of the first reply will be counted from the time from the second client's message to the first employee's message;
- Average time for all replies. The average time of employee responses between customer responses, except for the first response in the application, is counted.
Additional nuances:
- If a customer sends multiple messages, the starting point is taken from the very first one. The time of the first and all responses is counted only for a specific operator:
- If the first response was not from an operator (for example, an auto-reply by the dispatcher), this time is not counted.
- The report includes statistics on all requests where an employee participated, even if the request is already on another operator.
- If there was no first response in the request, it will not be displayed on the results page in the “Number of requests” column, but it will be counted in the “History of requested reports” tab in the “Number of requests” column.
- When calculating the average time of all answers, all the answers of employees except the first one are taken into account.
- The report does not include answers that are counted as the first answer or as a subsequent answer. For example: if employee A gave the first answer to a client, and then employee B writes another answer immediately afterwards, then employee B's answer will not be included in the report. Similar situation with subsequent (not the first) answers.