To give your team members the ability to review CSAT scores, you must first enable them to be viewable by Agents and Supervisors. If you haven’t done so yet, please follow the steps in What are (CSA...
performance
What metrics are available for evaluating Agent performance?
You can find information on Agent performance via the Analytics Dashboard by reviewing the tabs under ‘Teams’. There’s a wealth of information available in this area regarding your i...
How can I monitor SLAs for Issues in my Dashboard?
Issues in your Dashboard can be sorted by Queue Priority (only available if you have Queues unlocked on your Dashboard), Wait time, Latest, or Oldest, in the right-hand side of your Issues Feed. By de...