Agent Performance

LimeChat’s Agent Performance Section provides an in-depth evaluation of agent efficiency through key metrics like First Response Time (FRT), Resolution Time, Ticket Assignment, and SLA Compliance.

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Introduction

The Agent Performance Section in the Analytics page offers a detailed overview of key metrics to evaluate agent efficiency and effectiveness. It includes data on response times, ticket resolution trends, SLA compliance, and agent-wise ticket states, helping managers monitor and enhance overall team performance.

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Metrics

1. First Response Time (FRT)

   • The average time elapsed between a ticket being assigned to an agent and the agent responding for the first time.

2. Resolution Time

   • The average time elapsed between a ticket being assigned to an agent and the agent sending the final message to the customer. Only resolved tickets are included in this calculation.

3. Tickets Assigned

   • The total number of tickets assigned to all agents within the selected timeframe.

4. Wait Time

   • The average time elapsed between a customer messaging and the agent replying, throughout the entire conversation.

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Graphs and Tables

Graph: Periodic Agent Performance

• This graph provides a visual representation of the trends for the following metrics over time:

  • First Response Time

  • Resolution Time

  • Tickets Assigned

  • Wait Time

Table: Agents Performance (Mean)

• Displays the average values of the following metrics for each agent:

  • First Response Time

  • Resolution Time

  • Tickets Assigned

  • Wait Time

SLA Violation (%)

• Displays the percentage of cases where SLA (Service Level Agreement) violations occurred for the following metrics:

  1. First Response Time

  2. Next Response Time

  3. Resolution Time

Graph: Agents Hourly Performance

• Provides an hourly breakdown of assigned and resolved tickets per agent within the given time duration.

• Displays ticket assignment and resolution trends on an hourly basis.

• Helps identify peak activity periods and agent productivity levels.

Graph: Total Message Blocks Sent by Agents

• Shows the total number of message blocks sent by agents during the selected timeframe, helping monitor communication volume.

Graph: First Response Time (FRT) Trend

• Tracks the trend of FRT over the selected timeframe, providing insights into improvements or delays in agent response times.

Graph: Unresolved Tickets Trend

• Tracks the number of unresolved tickets over time, allowing managers to identify bottlenecks in ticket resolution.

Agent-Wise Conversation States

A table showing the status of tickets handled by each agent during the selected timeframe.

Columns:

1. Name: Agent’s name.

2. Handled: Total number of tickets handled by the agent.

3. New Assigned: Total number of new tickets assigned to the agent.

4. Reopened: Total number of tickets reopened under the agent’s handling.

5. Resolved: Total number of tickets resolved by the agent.

6. Open: Total number of tickets currently in the open state.

7. Follow-up: Total number of tickets marked as follow-up by the agent.

8. Waiting: Total number of tickets in the waiting state for the agent.

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Usage Tips

• Regularly review First Response Time and Resolution Time to ensure agents meet SLA targets.

• Monitor the Periodic Agent Performance graph for trends and anomalies in agent productivity.

• Use the Agent Hourly Performance breakdown to optimize agent schedules.

• Track SLA violations to identify areas for training or process improvements.

• Analyze the Agent-Wise Conversation States table to monitor ticket distribution and resolution efficiency.

This Agent Overview Section serves as a critical tool for performance evaluation, enabling data-driven decisions to enhance agent effectiveness and customer satisfaction.

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FAQ'S

How does First Response Time (FRT) impact SLA compliance, and what happens if it is consistently high?

FRT is a critical metric in determining SLA compliance. If FRT is consistently high, it indicates that agents are taking longer to acknowledge new tickets, which can result in SLA breaches. High FRT can lead to customer dissatisfaction and may require reallocation of agent workloads or automation to handle initial responses more efficiently.

Can Resolution Time vary based on ticket priority, and how is this reflected in the analytics?

Yes, Resolution Time can vary depending on ticket priority. High-priority tickets typically require faster resolution times, while low-priority ones may take longer. The analytics do not differentiate by priority by default, but filtering based on priority categories can help managers analyze resolution trends across different types of issues.

How can the "Periodic Agent Performance" graph help in identifying agent inefficiencies?

The Periodic Agent Performance graph tracks response and resolution trends over time. A sudden spike in response or resolution times could indicate an increase in workload, inefficient ticket routing, or training gaps. Regular monitoring allows managers to intervene and optimize agent performance.

What does the "Total Message Blocks Sent by Agents" metric indicate?

This metric provides insights into agent communication patterns. A high number of message blocks may suggest prolonged conversations or inefficient resolution strategies, while a low count could indicate quick resolutions or insufficient engagement with customers.

What is the significance of the "Agent-Wise Conversation States" table, and how can it be used for performance tracking?

This table breaks down each agent’s ticket states, helping managers track individual performance. If an agent has a high number of unresolved or waiting tickets, it could indicate workflow inefficiencies, customer follow-up delays, or training gaps.