Agent Analytics
Agent analytics is a key information display page that tracks, visualizes agent-level data, and provides deep insights into different agent-level metrics. Agent level analytics is critical to understand the functioning of agents as it provides a broad overview of key performance indicators. Visual representations are in the forms of charts, images, graphs, and reports. Overall, the agent performance analytics will give the customers actionable insights based on data, about how the agents in their organization are performing on the Insent chat platform.
Key Benefits of Agent Analytics:
- Visualizes existing data and provides a pictorial overview of agent information
- Provides complete visibility of the productivity of agents. Helps you to monitor key metrics closely
- Detailed analysis of requests received, accepted and median response time of agents working on bots
- Helps you to identify performance and take quick decisions based on the charts
Dashboard:
Goto Analytics ---> Agent performance
Agent analytics is an additional tab in the analytics section, ‘Agent performance’.
- This tab will display two sections, an overview section and a detailed tabular view of agent performance.
Key Performance Indicators:
Total agent connection requests:
All the connection requests sent to the agents in the organization from the visitor are displayed here, including the human-first requests. This provides a good idea about the number of leads and visitors who are actually interested in talking to agents.
Total accepted request:
Among the total connection requests sent, this displays the number of requests that were accepted by the agents. This helps in identifying the number of agents who are available at the time of requests and are actually responding back to requests.
Visitor responded:
Among the total accepted requests, the number of requests that got a response from the visitor is displayed here. If the response time is high, visitors might churn without waiting. Hence, visitor response is vital as it helps us to identify the number of real engagements with prospects who are interested in talking to agents.
Median response time:
Median response time is the median time between when an agent is assigned a request and when the agent makes his first response. This is one of the critical metrics that is used to measure the performance of the agents. When considering the overall accepted requests, a high median response time indicates that the agents are not able to immediately respond to visitors and hence, requires intervention. [Median response time is displayed in seconds].
Conversation specific filter:
There is a filter at the top - conversation level filter. This can be used to select a specific conversation and identify agent level performances for that particular conversation. By default, ‘All conversations’ option is present which includes all the available conversations created in the application.
Filter by Days:
There is another filter available to display period specific data. When you select ‘Last 7 days’, data from the last 7 days will be displayed in the dashboard. Custom date can be used to select a From Date and a To Date to select the data for a specific period of time.
Agent Specific Data:
In the next table, we display metric for individual agents to understand their performances. All the key performance indicators like connection requests, agent accepted, visitor responded, median response time are together displayed for each agent. This helps you to analyze the performance of each agent and reward them accordingly. This also helps you to improve the processes in the future.
Note: Historical data for ‘Visitor responded, Agent level connection request,Median response time’ are not available now for individual agents. Hence, this will be accurate only after 7 days.