The Agent Manager Dashboard
Chat agents are the face of your business. Tracking their performance and offering systematic coaching are essential to your success. The Agent Manager Dashboard graphically displays real-time and historical data that allows you to easily evaluate your agents’ efficiency and help them reach their goals. By tracking and monitoring performance spikes or issues in real time, you can fix problems on the fly, eliminating potential problems. Use the indicators to meet your goals for effective and efficient chat center operation.
Avg. Time to Answer and Avg. Time to Abandon:
This graph displays the two trends measured over time; the average time to answer (an orange line) and the average time to abandon (a grey line). This information can suggest solutions to problems; for example, a spike in your average time to answer may mean that you need more agents or that you need to change their concurrency. Roll over each line to get specific measurements for each point in time within the time frame you have selected.
The average time to abandon line displays the average time from the moment visitors enter the queue until they leave it without interacting with an agent, within the time frame you have selected.
The average time to answer line displays the average time from the time visitors enter the queue to the time they connect with agents, within the time frame you have selected. As a rule of thumb, a good average time to answer is under 15 seconds.
The Abandon Rate
The Abandon Rate graph displays the percentage of visitors who leave the chat queue before an agent accepted their chat, out of all visitors who enter it at any given time, within the time frame you have selected.
Focus on the abandon rate and fix problems on the fly to prevent abandonment by first-
time visitors. The abandon rate should be around 5%, give or take.
Performance list according to Skill:
You can filter by skill and view the data for each of the skills or for all of them at the same time. The metrics that appear here are the same metrics that appear in your data bar. You can sort this list of metrics and drill down to see if a particular skill is driving the issue.
Note: that when you close the dashboard, you return to the default view of the last 12 hours.
Check the details on the dashboard to evaluate your agents’ efficiency and operational performance, and give them specific feedback to help them meet their goals, and your business goals.