Ctrlk
User GuideAPI DocumentationStatus Page
For the complete documentation index, see llms.txt. This page is also available as Markdown.

Human Agent Analytics

Human Agent Analytics shows how your human agents are performing, based on the sessions they've handled. Every metric is there to help you evaluate each agent's response speed, productivity and customer satisfaction.

1. Agent Performance Overview

This section shows three key metrics: First Response Time, Average Response Time and Resolution Time. All three are based on sessions handled by human agents, and show how quickly agents send their first reply, respond to later messages, and resolve conversations.

2. Customer Satisfaction Score Shows the average rating from all customers, based on the reviews they leave after a session ends.

3. Agent Performance Comparison Compare every agent's performance in one table. Each row shows an agent's data, such as sessions assigned (Assigned Session), sessions resolved (Resolved Session), messages sent (Messages Sent), and timing metrics like First Response Time, Average Response Time and Average Resolve Time. You can also see each agent's SLA compliance (as a percentage) and average CSAT rating.

PreviousSession Analytics
NextAI Agent Analytics