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Agent performance
Agent Performance – Agent reply time update
By default, stores moderate both reviews and responses, which can affect Agent reply time metrics. To avoid that and make the agent performance metrics more transparent, we added a new metric, "Agent reply time", to the Agent Performance page.
– It shows how fast agents are working, without taking store moderation time into account.
– In the example above, you can see that agents are replying within 2-3 hours, but with store processing, it takes up to 10 hours, which is the number we used to show before.
– Now, Team Leads and Managers can see the real reply time and evaluate agent efficiency more accurately.