Many of you may have already found it (@melissa.hannam ) but we officially announce a new feature – we added an Agents performance tab in the Agents section in LiveChat!
From now on, you will be able to check the performance of your agents without skipping between tabs and continuously setting filters in the Reports section. This way it’s easier to recognize which teammates are doing well and which may need some assistance.
Other than metrics like Satisfaction rate or Average first response time, you can find there a new one – Efficiency. It tells you the number of chats per hour for each agent.
Tell us what do you think!