Helpshift - Agent Analytics

Helpshift

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.1.0.1/Artifacts/SampleImage/0fe8d8a0-b3a2-4161-af6a-718ee58d94c0.36245549-ef95-444f-86b2-0764fc75f661
https://gallery.azure.com/artifact/20151001/helpshift.helpshift-agent-analytics.1.0.1/Artifacts/SampleImage/0fe8d8a0-b3a2-4161-af6a-718ee58d94c0.36245549-ef95-444f-86b2-0764fc75f661
https://gallery.azure.com/artifact/20151001/helpshift.helpshift-agent-analytics.1.0.1/Artifacts/SampleImage/e14fb46a-53ab-4e14-82f1-951899de6803.026a61c4-ba93-470f-bdc1-f7ea979e26a0
https://gallery.azure.com/artifact/20151001/helpshift.helpshift-agent-analytics.1.0.1/Artifacts/SampleImage/36726e06-ca78-4fa4-95f7-46ae5dbc3681.affff89e-c1c3-4d10-b4f7-5177dc984648