Summary
This article explains how managers can track agent activity and improve team efficiency using reports.
What Metrics Are Available
You can track:
- Number of chats handled
- First response time
- Resolution time
- Active vs idle agents
Where to View Reports
Go to:
Reports → Agent Performance
Filters can be applied by:
- Date
- Agent
- Channel
How to Use Data for Improvement
Managers can:
- Identify slow response periods
- Balance workload
- Plan staffing schedules
Using Reports for Training
Reports help identify:
- Agents who need support
- Best performing agents
