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How to read the Agents Report?

In this article, you will learn the following information:

With the agent report, you can find important metrics about your employees. For example, who handles what volume of messages, their first response time, conversation completion time, number of completions, etc.

To access the report, go to Reports → Agents.

 

 

 

How to filter the report?

 

The data on the page is displayed depending on the selected period:

  • Last 7 days.
  • Last 30 days.
  • Last 3 months.
  • Last 6 months.
  • Last year.
  • Custom date range.

 

 

When you select the Custom date range, a calendar will appear where you can choose the necessary dates.

 

 

Enable the switch in the upper right corner of the screen to set report indicators for working hours.

If the Business Hours for channel option is enabled, the report data will be calculated based on working hours. You can set the working hours in the channel settings: go to Settings → Inboxes, then click the Edit button (pencil icon) for the selected channel.

 

 

 

How to download the report in .csv format?

 

To export agent data, click on Download agent reports.