What is agent report

Users can view the agent report, which presents a range of metrics and data related to the performance and productivity of individual agents within the specified date range. By reviewing the agent report, users can assess individual agent performance and overall customer service effectiveness.

These are the details shown inside the agent report:

  1. Assigned Conversation

  2. Closed conversation

  3. Resolution time

  4. First Response time

  5. Response time

  6. Customer satisfaction score