<!-- JSON-LD markup generated by Google Structured Data Markup Helper. --><script type="application/ld+json">[ {  "@context" : "http://schema.org",  "@type" : "Article",  "name" : "Agent Performance Report",  "articleSection" : "What is an Agent Performance report?",  "articleBody" : "One of the most useful reports for monitoring the day-to-day performance of your agents is the Agent Performance report.",  "url" : "https://www.engati.com/glossary/agent-performance-report",  "publisher" : {    "@type" : "Organization",    "name" : "Engati"  }}, {  "@context" : "http://schema.org",  "@type" : "Article",  "name" : "Agent Performance Report",  "articleSection" : "What does an Agent performance report consist of?",  "articleBody" : [ "Response Metrics.", "Resolution Metrics", "SLA Metrics", "Customer Happiness Metrics." ],  "url" : "https://www.engati.com/glossary/agent-performance-report",  "publisher" : {    "@type" : "Organization",    "name" : "Engati"  }} ]</script>

Agent Performance Report

1. What is an Agent Performance report?

One of the most useful reports for monitoring the day-to-day performance of your agents is the Agent Performance report. This report offers detailed statistics on several agent performance metrics and can be configured to show data for one or more agents during various durations (from one day to 30 days).

 

2. What does an Agent performance report consist of?

For every assigned agent, the report includes - performance data segregated under four different categories, namely:

  • Response Metrics.
  • Resolution Metrics.
  • SLA Metrics.
  • Customer Happiness Metrics.

These metrics will include a range of indicators - everything from ‘first comeback time’ and ‘average resolution time’ measures, to service agreement compliance levels, and customer happiness ratings.

3. What are the different APR metrics?

Types of APR Metrics

Metric Definition According to the agent
Token allocated Number of Tokens allocated during a selected duration Tokens at the moment that are allocated to the agent
Token resolved Number of Tokens resolved/closed during a selected duration Tokens at the moment that are resolved by the agent
Token reopened Number of Tokens reopened during a selected duration Tokens allocated to the agent when they are reopened
Token reallocated Number of Tokens reallocated to another agent during a selected duration Tokens reallocated from one agent to another
First response SLA % Percentage of Token whose first responses were sent by the agent within SLA requirements during a selected duration A token could have been allocated to other agents when responses were sent. The token can be, at the moment, allocated to other agents
Resolution SLA % Percentage of Tokens resolved/closed within SLA requirements during a selected duration Tokens resolved/closed by the agent within SLA requirements
FCR % Percentage of Tokens resolved/closed after a single contact made by the customer during a selected duration Tokens resolved/closed by an agent after a single contact made by the customer
Private notes Number of private notes added by the agent during a selected duration A token could have been allocated to other agents after a note was added.
Response Number of responses sent by the agent during a selected duration Responses sent by the agent after a token was raised
Average first response time The average time taken by an agent to send the first response during a selected duration Average time taken for the first response sent by the agent after a token was raised
Average response time The average time taken by an agent to respond to the customer during a selected duration The average time taken for responses sent by the agent after a token was raised
Average resolution time The average time taken to resolve/close a ticket during a selected duration The average time taken by an agent to resolve/close a ticket


About Engati

Engati powers 45,000+ chatbot & live chat solutions in 50+ languages across the world.

We aim to empower you to create the best customer experiences you could imagine. 

So, are you ready to create unbelievably smooth experiences?

Check us out!