> For the complete documentation index, see [llms.txt](https://docs.cekat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cekat.ai/chat/old-analytics/human-agent-analytics.md).

# Human Agent Analytics

Halaman ini menampilkan performa dari human agent berdasarkan berbagai metrik utama seperti CSAT score, average response time, dan agent chat count. Data ini dapat difilter berdasarkan agent tertentu dan rentang tanggal yang dipilih.

### 1. CSAT Score

* CSAT score dihitung dari penilaian yang diberikan oleh customer setelah human agent menghandle dan menyelesaikan (resolve) percakapan.
* Customer dapat memberikan rating berbentuk bintang (1–5) dan juga meninggalkan komentar terkait pengalamannya.

### 2. Average Response Time

* Data ini ditampilkan dalam bentuk bar chart yang memuat tiga metrik utama:
  * **First Response Time**: waktu yang dibutuhkan agent untuk pertama kali membalas customer.
  * **Average Response Time**: rata-rata waktu membalas pesan selama percakapan berlangsung.
  * **Resolve Time**: waktu rata-rata hingga percakapan diselesaikan.

### 3. Agent Chat Count

* Menampilkan jumlah percakapan yang **ter-assign** dan **di-resolve** oleh human agent.
* Jika filter yang digunakan adalah **All Agent**, maka data ditampilkan dalam bentuk **bar chart**.
* Jika hanya memilih satu agent saja, data akan ditampilkan dalam bentuk **line chart** untuk memperlihatkan tren performa agent tersebut.


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# Agent Instructions
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