Description
The agent operations metrics provide insights to track agent adherence on both messaging and chat channels.
The metrics allow its consumer to track the agent login and logout hours, and also the state changes during the login hours, including predefined custom states as defined by the brand.
Some of the key metrics include Closed Conversations Per Login Hour (CCPLH), Closed Conversations Per Online Hour (CCPLOH), Online Rate, Away Rate, Average Agent Load, etc.
Related Links
More information coming soon.
Status
Live