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Helpshift - Agent Analytics

Helpshift

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.
https://gallery.azure.com/artifact/20151001/pbi_helpshift.pbi-helpshift-agentanalytics.1.0.1/Artifacts/SampleImage/faa1455c-9309-475d-8924-cceb5da46130.PNG
https://gallery.azure.com/artifact/20151001/pbi_helpshift.pbi-helpshift-agentanalytics.1.0.1/Artifacts/SampleImage/faa1455c-9309-475d-8924-cceb5da46130.PNG
https://gallery.azure.com/artifact/20151001/pbi_helpshift.pbi-helpshift-agentanalytics.1.0.1/Artifacts/SampleImage/0585ee03-cbaa-4304-885b-c3627022495e.PNG
https://gallery.azure.com/artifact/20151001/pbi_helpshift.pbi-helpshift-agentanalytics.1.0.1/Artifacts/SampleImage/e73678b1-9b33-4054-a1f9-4cfde6a8415f.PNG
https://gallery.azure.com/artifact/20151001/pbi_helpshift.pbi-helpshift-agentanalytics.1.0.1/Artifacts/SampleImage/94a448cc-45f0-40fc-b338-68fcce0c3e84.PNG
https://gallery.azure.com/artifact/20151001/pbi_helpshift.pbi-helpshift-agentanalytics.1.0.1/Artifacts/SampleImage/5321cff6-afa9-4dc0-a6f9-27b64addb3d9.PNG