👤 Agent Analytics
The Agent Analytics page provides deep visibility into the performance of individual agents and teams within MeherY Insights360.
It helps managers and admins track conversation handling, responsiveness, efficiency, and customer feedback, enabling data-driven workforce management.
📑 Agent Data Table
The Agent Data table displays live and historical performance metrics for each agent. It includes search and filter options for Agent and Team, ensuring easy navigation.
| Column / Metric | Description |
|---|---|
| Agent | Name/identifier of the agent handling conversations. |
| Team | The assigned team (e.g., Tech Support, Sales). |
| Status | Agent availability status indicator. |
| No. of Conversations | Total number of conversations assigned to the agent in the selected date range. |
| Avg Start Lag | Average time taken by an agent to send the first response after receiving a customer message or after the chat is being assigned to him. |
| Avg Response Time | Average time taken by the agent to respond during an active conversation. |
| Average Conversation Duration | Average time that an agent spends in each conversation. |
| Open | Number of conversations assigned to an agent and actively being handled. • Today: Live, real-time active conversations. • Historical: Sum of conversations that were neither resolved nor closed during the given period. |
| Resolved | Count of conversations successfully resiloved by the agent. |
| Expired | Conversations that went unresolved or inactive beyond the set timeout. |
| Feedback | Average customer feedback score for conversations involving the agent. |
📊 Key Insights
- Performance Comparison: Identify top-performing agents by comparing open, resolved, and expired conversation counts.
- Responsiveness Metrics: Use Start Lag and Response Time to measure service speed.
- Workload Distribution: Track the number of ongoing conversations per agent to ensure balanced workload.
- Customer Satisfaction: Use the Feedback column to evaluate the quality of interactions.
- Download the complete report: Export agent analytics as an Excel sheet for deeper analysis and reporting.
🚀 Benefits
- Improve Service Quality: Reduce lag and response times to enhance customer satisfaction.
- Optimize Staffing: Identify underutilized agents and redistribute workloads.
- Data-Driven Coaching: Use insights to coach agents on responsiveness, resolution, and handling complex queries.
- Track Accountability: Transparent tracking ensures agents are aligned with the organizational goals.