Agent Performance Reports – Track Conversations & Response Metrics | ChatMaxima

Understanding the Agents Report

1. What is the purpose of the Agents section in Reports?

The Agents section helps you analyze the performance and activity of individual support agents. It provides a detailed breakdown of each agent’s conversations, message counts, and response efficiency within a chosen date range.

2. What metrics are displayed in the Agents report?

Each agent report includes the following six key performance metrics:

• Conversations

• Incoming Messages

• Outgoing Messages

• First Response Time

• Resolution Time

• Resolution Count

Each of these metrics is shown as a bar chart for visual comparison and trend analysis.

3. How do I view a specific agent’s report?

At the top of the page, select the Agent Name from the dropdown list and choose the desired date range. The report automatically updates to show that agent’s performance data.

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Understanding Each Metric

4. What does the “Conversations” chart represent?

This shows the total number of conversations handled by the selected agent within the chosen date range. It helps evaluate workload and engagement levels.

5. What are “Incoming Messages”?

Incoming Messages display the total number of messages received from customers in chats handled by the agent. It indicates the level of customer interaction the agent is managing.

6. What are “Outgoing Messages”?

Outgoing Messages show how many responses the agent sent to users. This reflects how actively the agent is engaging in ongoing conversations.

7. What does “First Response Time” measure?

First Response Time calculates the average time taken by the agent to send the first reply after receiving a customer’s initial message. Lower times mean faster responses.

8. What does “Resolution Time” represent?

Resolution Time indicates the average duration it took the agent to resolve a customer query or close a conversation. It’s a measure of efficiency and problem-solving speed.

9. What is “Resolution Count”?

This shows the total number of issues or chats successfully resolved by the selected agent within the chosen date range.

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Analyzing the Report

10. How are agent reports displayed visually?

All six metrics are represented using bar charts for easy comparison over the selected time period. Hovering over the bars shows exact data values.

11. Why are some values showing as “0”?

If certain metrics (like First Response Time or Resolution Time) display “0”, it means no relevant activity was recorded for that agent during the selected date range.

12. Can I compare performance between multiple agents?

Currently, the report displays data for one agent at a time. You can switch between agents using the dropdown to compare their performance manually.

13. How frequently is the Agents report updated?

Reports are updated in real time, ensuring you always see the latest interaction and performance data.

14. Can I export or download agent reports?

At present, the report data is viewable only within the dashboard. Export options may be added in future updates.

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Troubleshooting & General Queries

15. Why is no data showing for a specific agent?

Ensure that:

• The agent handled at least one conversation during the selected date range.

• The correct date range and agent name are chosen.

• The user has permissions to view agent-level reports.

16. Does the report include bot-handled conversations?

No. The Agents report displays data only for human agents. Bot activity is tracked separately in overall reports.

17. Are archived or deleted chats included in agent reports?

No. Archived or deleted conversations are excluded from metrics to ensure accuracy.

18. Can I refresh the page to view updated data?

Yes. You can refresh or reload the page anytime to fetch the latest report data for the selected agent.

19. Are all time values displayed according to my local timezone?

Yes. All response and resolution times are automatically shown based on your account’s timezone settings.