This section provides an overview of how each member in a group is performing. It helps you track key metrics related to ticket handling, response quality, and overall efficiency within the group.
These insights help teams measure individual performance, identify areas for improvement, and maintain a high standard of customer support within the group.
Fields available in group reports
Assigned: Number of tickets assigned to the member.
Closed: Number of tickets the member has successfully resolved or closed.
Resolution time: The average time taken by the member to resolve a ticket.
First response time: The average time taken to send the first reply after a ticket is created.
Response time: The average time taken between customer messages and agent replies.
CSAT: The Customer Satisfaction Score, representing how satisfied customers are with the member’s responses.