Introduction
The Team Activity Report in Richpanel is a comprehensive tool that helps you monitor the performance of your support agents. This report provides insights into overall conversation volumes, average resolution and response times, private notes, and satisfaction scores.
Prerequisites
Before you begin, ensure you have access to the Richpanel with permissions to view reports and analytics.
Reports breakdown
Step 1: Accessing the Team Activity Report
- Log into your Richpanel dashboard.
- Go to the 'Reports' section on the sidebar.
- Select 'Team Activity' from the list of reports.
Step 2: Overview of Agent Activity
- At the top of the Team Activity page, you'll see a summary including total conversations handled, median first response time, median resolution time, and total private notes sent.
- Below the summary, a graph visually represents your team's daily activity, highlighting peaks and troughs in conversation volume.
Step 3: Analyzing Conversation Types and Trends
- Scroll down to find a detailed breakdown of conversation types including New, Closed, Open, Replied to, and Snoozed.
- Use this table to track daily activity and identify trends or anomalies in your team's performance.
Step 4: Evaluating Individual Agent Performance
- Further down, you'll find a section dedicated to individual agent performance.
- Review key metrics for each agent such as average customer satisfaction score, number of conversations participated in, closed, replies sent, median resolution time, and median first response time.
- Analyze which agents are excelling and who might need more training or support.
Step 5: Utilizing Filters for Detailed Insights
- Apply filters for brands, agents, stores, tags, and channels to drill down into specific areas of interest.
- Utilize the 'Include non-business hours' toggle to see how your team performs outside of regular working hours.
Conclusion
The Team Activity report is essential for managing and improving the performance of your customer support team. It allows managers to make data-driven decisions regarding staffing, training, and processes to enhance the overall efficiency of their support operations.
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