A wealth of information on Agent performance is available under the Team section, organized into four reports:
Trends(Overall)
Trends(Workload)
Summary by Agent
Summary by Group
You can review metrics across various filters in the Trends(Overall) like:
Date
App
Platform
Language
Queue
Agent(You can select multiple agents)
In the case of Trends(Workload), you can review metrics across various filters like:
Date
Agent(You can select multiple agents)
Key metrics which can be explored within the Trends report like Issues Resolves, Issue Rejects, Time to First Response, and many more for tracking agent performance. Similarly, for tracking agent workload, you can explore metrics like Issues worked on.
The information mentioned above is also available in table format. You can also download the data for every table in available formats by clicking on the download option.
The last tab, Summary by Groups, allows you to review the same metrics for all Agent Groups you have created. If you’re not using Agent Groups, please see How do I create Agent Groups? to get started with this feature. Groups are a great way to prioritize VIP or high-paying users, urgent technical errors, and other types of Issues to receive faster support.
For more details, please refer Helpshift Analytics page.
For details of the definition for each metric, please refer Glossary page.