We've redesigned customer agent performance analytics experience to give admins a clearer, more actionable view of how their agent is performing.
Today's reporting experience has too much data in one view, making it hard to navigate and digest. Service leaders need a more focused analytics experience that makes it easy to tell the full story of their agents' performance, including the impact and outcomes it drives.
You can find the updated performance reporting by navigating to the Analyze tab and clicking Reports.
The first section, Performance, has been refreshed with the following changes:
Handoff Rate - Handoff rate is now calculated as: conversations with a handoff out of all conversations where the Customer Agent was an owner (i.e., was assigned to the conversation).
Deflection Rate - Updated to account for manual assignment. To ensure accuracy, conversations that started with a human owner are excluded from this calculation. Deflection rate is now: out of conversations where the Customer Agent started as the owner, the percentage where the agent remained the owner without involving a human.
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