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Helpshift - Agent Analytics


3.3 (3)

Advanced reporting on Agent Performance with Team Comparison across a set of support metrics

Helpshift - Agent Analytics offers insights into an Agent’s performance. It reports Activity Metrics such as Issues Resolved and Issue Touches; Support Quality Metrics such as CSAT and Reopen Rate; Efficiency Metrics such as First Response Time, Resolution Time and First Contact Resolution Rate. Additionally, it lets you compare these metrics for a specific Agent with those of his Team.