Human Agent Analytics

This page shows how your human agents are performing across key metrics such as CSAT score, average response time and agent chat count. You can filter the data by agent and date range.

1. CSAT Score

• The CSAT score comes from ratings customers give after a human agent handles and resolves their conversation.

• Customers can give a star rating (1 to 5) and leave a comment about their experience.

2. Average Response Time

• Shown as a bar chart with three key metrics:

  • First Response Time: how long it takes an agent to reply to the customer for the first time.

  • Average Response Time: the average time to reply to messages during the conversation.

  • Resolve Time: the average time until the conversation is resolved.

3. Agent Chat Count

• Shows how many conversations each human agent has been assigned and has resolved.

• With the All Agent filter, the data appears as a bar chart.

• If you choose a single agent, it appears as a line chart so you can see that agent's performance trend.