Tracking Team’s Performance with the Leaderboard Metrics
The Leaderboard provides insights into team and agent performance metrics, helping you track key support statistics such as response times, customer satisfaction, and workload distribution.
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Below are the key metrics tracked for both Team Stats and Agent-wise Data.
Agent-wise Data
- Status: The online status of the agent (active/offline).
- Accept Chats: The agent’s status for accepting chat-like conversations.
- Accept Tickets: The agent’s status for accepting ticket-like conversations.
- Participated: The total number of unique conversations an agent participated in, including sending a message or private note.
- Assigned: The total number of unique conversations assigned to the agent.
- Med. RT (Resolution Time): The median time between the customer’s first message and the last message from the agent or rule when the ticket is closed.
- Med. FRT (First Response Time): The median time between the customer’s first message and the agent’s first response (messages sent by rules and outbound conversations don’t count).
- Avg. CSAT Score: The average customer satisfaction score for the agent, based on customer feedback.
Team Stats
- Med. First Response: The median time between the first message from the customer and the first message from the agent (messages sent by rules and outbound conversations don’t count).
- Med. Resolution Time: The median time between the customer’s first message and the last message from the agent or rule when the ticket is closed.
- CSAT: The average rating given by customers based on their experience.
- Closed: The total number of tickets or conversations that were closed by the team.
- Participated: The total number of unique conversations the team was involved in, including sending a message or private note.