"Agent" is used to describe a support staff who handles support tickets. It means the agent will respond to the customers, will close the tickets, change ticket details, moving tickets from one group/team to another and much more.
Benefits of Agent Insights:
Checking work performance:
When we select "Agent Insights" section under the "Reports" then you will see the page with the graph, Top Agents, and list of all agents.
First Response Time: How fast the agent can reply to the customer query can be seen in the "First Response Time".
Resolve Time: How much time does the agent take in resolving the issue of the customers can be checked in the Resolve Time.
Customer Helped: The number of customers which the agent have helped and gets their issue fixed can be checked from the Customer Helped.
Ticket Count: The total number of tickets which the agent have handled can be checked from the Ticket Count.
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