❓ Frequently Asked Question or Initial Context
How do I measure the performance of my agents and detect areas for improvement? Agent reports in Atom are the answer. This section is key within your reporting, as it offers you a detailed view of your operation's human performance.
By using these dashboards, you will be able to accurately evaluate your team's workload, their speed in responding, and the quality of closures, allowing you to make informed decisions to improve your customer service.
🔐 How to Access Reports
To view your team's metrics, follow these steps:
Enter the left sidebar menu of your platform.
Select the Reports module.
Scroll down to the Agents category, where you can access the two main dashboards: Service Level and Agent Status.
📈 Service Level Report (SLA)
This report is crucial for analyzing the speed and efficiency of assistance provided by your advisors. It allows you to audit:
Conversations assigned and attended: Evaluate the exact volume of chats that were routed to your agents and how many of them were effectively managed.
Service level compliance: Review the success percentage of your SLA based on the preferred time (the time limit you have configured as ideal for a customer to be attended).
Performance by groups and agents: Observe individual and departmental productivity, including how many reassignments were made and what times they took.
Conversation audit: A tabular list with the complete history of chats so you can download and cross data at a granular level.
⏱️ Agent Status Report
In this section you will find detailed information about the availability and shift adherence of your staff:
Online time: Visualize the actual time each agent spends connected (ready to receive conversations) and calculate their daily average.
Activity and Breaks: Identify availability patterns by auditing how much time advisors spend in inactive states (Break, Lunch, Training, etc.).
⚙️ Resolving Frequently Asked Questions (FAQs)
📌 Where can I see how much time my agents spend connected? In the Agent Status report, within the Activity tab, you will find the exact "Online" time and the daily average hours for each agent.
📌 How many conversations have been assigned to my agents? To evaluate individual workload, go to the Service Level report. In the Groups and Agents tab you can check the exact number of conversations assigned to each advisor.
📌 How can I tell if my team has good or poor performance? Review the Classifications graphs in the Service Level report. This will allow you to quickly identify if most interactions conclude with a positive outcome (e.g., sale, problem solved) or a negative outcome (e.g., complaint, upset customer).
📌 What is the average response time of my agents? In the Service Level report, within the Groups and Agents tab, you can view the two most important speed metrics: the global Average response time of the conversation, and the First response time (the average number of minutes that elapse from when the chat lands in the inbox until the agent sends their first message).
Take your customer service to the next level! 🚀
Monitoring Agent reports is essential for detecting bottlenecks, optimizing your staff distribution, and ensuring that you always meet your quality standards. Start using them today and boost your team's performance! ✅