https://store-images.s-microsoft.com/image/apps.15696.28969896-487e-40a8-a946-d0ced0635261.1208da9f-98ed-44c2-98b3-197eede7de9a.9e81ce3d-ca63-4acc-8fed-bfa47c1105d3

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.
At a glance
https://store-images.s-microsoft.com/image/apps.19809.28969896-487e-40a8-a946-d0ced0635261.1208da9f-98ed-44c2-98b3-197eede7de9a.36245549-ef95-444f-86b2-0764fc75f661
https://store-images.s-microsoft.com/image/apps.16415.28969896-487e-40a8-a946-d0ced0635261.1208da9f-98ed-44c2-98b3-197eede7de9a.026a61c4-ba93-470f-bdc1-f7ea979e26a0
https://store-images.s-microsoft.com/image/apps.35687.28969896-487e-40a8-a946-d0ced0635261.1208da9f-98ed-44c2-98b3-197eede7de9a.affff89e-c1c3-4d10-b4f7-5177dc984648