Add Agent Reply time
completed
Anatoly Sharifulin
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completed
Anatoly Sharifulin
Hello everyone,
We've updated the Agent Performance page to include the new metric called "Agent reply time".
– It shows how fast agents are working, without taking store moderation time into account.
– In the example below, 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.
Ilia Kukharev
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in progress
Ilia Kukharev
marked this post as
planned
O
Ops
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under review
L
Lengthy Owl
It would be great to have Agent Reply time to show to measure agent KPIs correctly and have transparency for the management