How do I measure my agents' performance and optimize my customer service? Agent reports are the answer!
If you want to know the performance of your agents and detect areas for improvement, Atom's Agent reports are the tool you need. This article will guide you on how to use them and will answer the most frequently asked questions about this functionality
What are Agent reports in Atom?
Agent reports are a key section within Atom's Reporting. These reports offer you an overview of the performance of your agents, allowing you to evaluate aspects such as workload, response times, and compliance with service levels. This way, you can make informed decisions to improve your customer service.
How to access Agent reports?
Go to the left sidebar menu in Atom.
Select the Reports option.
Within the Agents section, you will be able to view the Service Level and Agent Status reports.
Service Level Report
This report is crucial for analyzing:
Assigned and served conversations: Evaluate how many conversations have been assigned to your agents and how many of them were served.
Service level compliance: Review the percentage of service level compliance and the preferred time (average time used to measure this indicator).
Performance by groups and agents: Observe individual and group performance, including reassignments and their times.
Conversation audit: Access the total list of conversations with all relevant fields in the report.
Agent Status Report
In this section you will find detailed information about the activity of your agents:
Online time: View the time each agent spends connected and their daily average.
Activity: Identify patterns and availability times.
Frequently asked questions about Agent reports
Where can I see how much time my agents spend connected?
In the Agent Status report, within the Activity tab, you will find the online time and the daily average of each agent.
How many conversations have been assigned to my agents?
In the Service Level report, in the Groups and Agents tab, you can check the number of conversations assigned to each agent, allowing you to evaluate their workload.
How can I know if I have good or bad performance?
Check the typifications in the Service Level report. This will allow you to identify if the interactions conclude with a positive or negative outcome.
What is the average response time of my agents?
In the Service Level report, in the Groups and Agents tab, you can see the average response time and the first response time (average between the assignment and the first response of the agent).
Why are Agent reports important?
These reports are essential to monitor your team's performance and improve the customer experience. By analyzing this information, you can:
Detect areas for improvement in the performance of your agents.
Optimize the allocation of resources.
Ensure that service levels meet established standards.
With Atom's Agent reports, you'll be one step closer to providing the highest quality customer service. Start using them today and boost your team's performance!