We like to stay fresh!
This morning we released the agents performance report that lets you check how well your team and individual agents are doing. All important info is stored in one report, so you can forget about skipping between tabs and setting filters over and over again.
Just by looking at the list, you can easily spot top performers and teammates who need to improve certain areas of their work.
Other than the metrics you already know, like customer satisfaction or first response time, you can also track a new one called efficiency—the number of chats per hour for each agent.