Summary
This article explains how to track individual agent performance and use data for training and workload balancing.
What Agent Reports Show
You can see:
- Chats handled per agent
- Average response time
- Resolution time
- Active hours
Identifying Top Performers
Look for:
- Low response time
- High resolution rate
- Good customer engagement
These agents can mentor others.
Detecting Bottlenecks
Reports can reveal:
- Overloaded agents
- Slow responders
- Skill gaps
Using Reports for Scheduling
Managers can:
- Adjust shift timings
- Increase staff during peak hours
