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AurionAI

Agent performance

3 min readBy Emmanuel Yazbeck

The Performance tab shows how much work your agents and teams handle and how much of it they resolve. It also shows the busiest hours of the day.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Every dashboard role can open it.

Prerequisites

  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • Conversations are assigned to agents and teams. Read Teams.

Open agent performance

  1. In the sidebar, select Analytics.
  2. Select the Performance tab.
  3. Choose the period in the filter bar. Read Choose the period.

The Performance tab with the busiest hours and the agent and team tables.

Busiest hours

The Busiest Hours (UTC) table counts the conversations created in each hour of the day, over the whole period. The hour with the most conversations comes first.

The hours are in UTC, not in your local time. For example, 13 in the Hour (UTC) column is 15:00 in Paris in summer.

Agent performance

The Agent Performance table lists the active users who have conversations created in the period and assigned to them now.

  • Assignee: the agent's name, or email address when the name is empty.
  • Assigned: conversations assigned to the agent.
  • Resolved: of these, the conversations that are resolved or closed.
  • Resolution rate: resolved divided by assigned.

The table shows up to 25 agents, sorted by the number of resolved conversations. Deactivated users are not shown.

Team performance

The Team Performance table shows the same columns for each team. A conversation counts for the team it is assigned to now. The table shows up to 25 teams.

To see the average resolution time of a team with SLA targets, open the SLA & Quality tab and select the team in the Per-Team SLA Performance table. Read SLA and quality. For every team, export the Performance Report.

Result

The tables count conversations by their creation date and their current assignment and status. When a conversation moves to another agent, it moves to that agent's row. The figures are computed from your current records each time the page asks for them, about every minute. Select Refresh to ask at once.

To keep these figures, export the Performance Report. It also contains the average first response time and the average resolution time per agent. Read Export reports.

If something goes wrong

  • Error loading conversation analytics The figures could not load. The message gives the reason when the server sends one. Select the retry button if it is shown, or change the period.
  • No agent assignment data available. No conversation created in the period is assigned to an active agent.
  • No team assignment data available. No conversation created in the period is assigned to a team.
  • An agent is missing. The agent has no assigned conversation in the period, the user is deactivated, or more than 25 agents have conversations.
  • The tab is missing. Your organization uses the AI Voice profile.

Still stuck? Submit a request or .