Agent Analytics
The Agent Analytics Page provides comprehensive insights into agent performance and attendance. It consists of two subpages:
Agent Performance Section: Offers detailed metrics to evaluate agent efficiency, including response times, ticket resolution trends, SLA compliance, and agent-wise ticket states, enabling managers to optimise team performance.
Agent Attendance Section: Provides an overview of agent availability and activity, with key metrics, detailed individual data, and downloadable reports for thorough analysis.
To know more about agent analytics, click on this video:
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