Agent service efficiency
Fields
Creation time (period)
Statistics start time.
Number of new services accepted
The total number of new services received by the agent within a specific time period. This includes services automatically assigned to the agent by the system as well as services created by the agent themselves. However, it does not include services transferred to them by other agents.
Number of received transfers
The total number of services the agent received that were transferred from other agents within a specific time period.
Number of transferred services
The total number of services the agent transferred to other agents within a specific time period.
Number of completed services
The total number of services completed by the agent within a specific time period.
Number of unfinished services
The total number of services still unfinished in the agent's hands within a specific time period.
Total handling time
The total handling time for completed services within a specific time period.
Average handling time
The average handling time for completed services within a specific time period.
Number of positive reviews
The total number of service satisfaction ratings of 4 😀 and 5 🤩 within a specific time period.
Number of satisfaction submissions
The total number of customer satisfaction submissions within a specific time period.
Number of messages sent
The integer count of messages sent by the agent within a specific time period.
Other interpretations
Total number of an agent's services within the period
Number of completed services + Number of unfinished services
Positive reviews
The percentage of positive ratings (satisfaction 4 😀 and satisfaction 5 🤩) out of the total number of satisfaction submissions within the period. (Number of positive reviews / Number of satisfaction submissions) * 100
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