1. Introduction

Performance Report provides granular insights into agent workload and service quality across channels and timeframes. Track metrics like the number of messages exchanged, conversations started and completed, average first response time, average response time, customer satisfaction scores, and review engagement to optimize team efficiency and customer experience.

2. Key Features

2.1. Select analysis dimension

In the Analysis Dimension section, you can choose to view data based on welcome members, social media channels, social media accounts, or statistical time (monthly, weekly, daily, or hourly).

2.2. Filter data by date, agent or channel

Quickly refine your view by selecting specific timeframes, members, or social media accounts. You can also define custom time periods, such as analyzing data from 7:00 AM to 11:00 AM over the past week.

2.3. Customizable columns

Adjust your data display by selecting and arranging the columns according to your preferences. Simply click the Display Field option to modify the layout.

2.4. Description of Statistical Indicators

Note: The indicators below will be statistically analyzed based on the customer service, channel, time and other dimensions you selected.

• Workload metrics:

◦Number of assigned sessions: The total number of sessions accessed by the corresponding customer service staff.

◦Session generation time: The first message sent by the customer, not the manual access time.

◦Number of closed sessions: The total number of sessions that were accessed and ended by the corresponding customer service staff.

◦Message: The sum of visitor messages and customer service messages in all sessions.

◦Number of visitor messages: The sum of the number of messages sent by visitors in all sessions.

◦Number of member messages: The sum of the number of messages sent by customer service personnel in all sessions.

◦Average messages per session: The number of messages in all sessions/number of sessions.

◦Maximum messages in a session: Among all sessions, take the maximum number of messages in a single session.

◦Average session duration: The average duration of each session among all completed sessions.

◦Maximum session duration: The maximum single session duration among all ended sessions

• Work quality metrics:

◦First response time - average: The sum of the first response time of all sessions/number of sessions in all sessions.

◦Response duration - average: The sum of the duration of all responses in all sessions /number of responses.

For the specific definition of customer service response time, please refer to the following figure:

◦Number of first response sessions: A new session is generated after a visitor sends a message. When the customer service staff accesses the session and personally replies to the session, it is counted as a response session.

◦First response rate: = Number of first response sessions/Number of customer service access sessions (Number of customer service access sessions, i.e. number of allocated sessions).

◦Number of first unresponsive sessions: = Number of assigned sessions – Number of responded sessions.

◦Timely responses (24 hours): Number of sessions where the customer service staff responded to the message on time within 24 hours after the session was connected.

◦Timely response rate (24 hours): = Number of timely responses (24 hours) / Number of customer service access sessions.

◦Timely responses (12 hours): Number of sessions where the customer service representative responded to the message on time within 12 hours after the session was connected.

◦Timely response rate (12 hours): = Timely response number (12 hours) / Customer service access session number.

◦Total score for review invitation: The sum of all visitor scores in all sessions (only the chat channel sessions have the review invitation function).

◦Satisfaction: The sum of all visitor ratings in all sessions/the number of sessions with completed ratings (the latest rating data is taken for each session).

◦Number of invited review sessions: Total number of sessions that have initiated an invitation to review (but the visitor may not have completed the review).

◦Invitation rate: Number of sessions that have initiated invitations for ratings/the number of all completed sessions.

◦Completed rate: Number of sessions for which ratings have been completed.

◦Invited review rate: Number of sessions with completed review/the number of sessions that initiated review invitations.

◦Participation rate: Number of sessions with completed ratings/all completed sessions.

◦Quality inspection score: Average score of the quality inspection scores completed by the customer service. supervisor in the session, which is calculated by dividing the total quality inspection score by the number of quality inspection sessions.

◦Number of quality inspection sessions: Number of sessions in which the customer service supervisor completes the quality inspection scoring.

◦Quality inspection participation rate: Number of sessions in which the customer service supervisor completed quality inspection scoring/all completed sessions.

Frequently asked questions

1. Why can't my team members view report data?

Members need Performance Report permissions. Admins can enable this in [Setup > Team].