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    12 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →
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    To All Our Valued Users, At the moment, you can monitor your agent's performance by User Satisfaction, Average Chat Duration and First Response Time. The Sentiment feature shows how many visitors have given feedback to the chat agent by clicking the thumbs up or thumbs down ratings in the chat widget. Average chat duration tells you how many minutes on average each chat lasted. First response time lets you know how long your customer had to wait before hearing back from an agent in the chat. To check the agent's statistics, you can do the following: 1. Select the Reporting section of the dashboard in the left sidebar 2. Select the option you want to track (User Satisfaction, Average Chat Duration or First Response Time) 3. Click the filter icon 4. Select the agent 5. Select the option to download the report as a CSV file. Helpful link: .…

    Anonymous supported this idea  · 
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    Anonymous commented  · 

    Agree, would be useful to track how long agents are online, then how productive they are (chats responded) as well as how many times they have whispered to other agents (as that is also helpful to colleagues).

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