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Helpshift - Agent Analytics

Helpshift

0.0 out of 5 stars

Offers valuable insights into Agent performance such as level of agent activity, CSAT and so on.

Helpshift Agent Analytics offer​s​ insights into ​your ​overall Agent​ Team​ performance​ and at the individual Agent level. The report provides​ Activity Metrics such as Issues Resolved,​ Issue Touches, ​and ​Support Quality Metrics such as CSAT and Reopen Rate​. It also includes ​Efficiency Metrics such as First Response Time, Resolution Time and First Contact Resolution Rate.
https://gallery.azure.com/artifact/20151001/helpshift.helpshift-agent-analytics.1.0.0/Artifacts/SampleImage/3c13ef01-7bd8-4ac5-a0d0-7e7a35120a02.png
https://gallery.azure.com/artifact/20151001/helpshift.helpshift-agent-analytics.1.0.0/Artifacts/SampleImage/3c13ef01-7bd8-4ac5-a0d0-7e7a35120a02.png
https://gallery.azure.com/artifact/20151001/helpshift.helpshift-agent-analytics.1.0.0/Artifacts/SampleImage/40608818-f792-426d-ad5f-45f85352d637.png