{"id":272049,"date":"2025-07-30T06:53:00","date_gmt":"2025-07-30T06:53:00","guid":{"rendered":"https:\/\/www.revechat.com\/?post_type=help-center&p=272049"},"modified":"2026-04-29T06:52:05","modified_gmt":"2026-04-29T06:52:05","slug":"performance-details","status":"publish","type":"help-center","link":"https:\/\/www.revechat.com\/help-center\/performance-details\/","title":{"rendered":"Performance Details"},"content":{"rendered":"\n

<\/p>\n\n\n\n

Report for a customer support company to tracks and evaluate individual agents performance.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Filters and Options<\/h3>\n\n\n\n
    \n
  1. Agent Filter<\/strong>: Allows you to filter the data for specific agents or view it for all agents.<\/li>\n\n\n\n
  2. Department Filter<\/strong>: Allows you to filter the data based on departments created.<\/li>\n\n\n\n
  3. Channel<\/strong>: Allows you to filter data based on the channel used by the customer.<\/li>\n\n\n\n
  4. Time Range Selection<\/strong>: Provides options to select the desired time range for analysis: Last 1 Day, Last 7 Days, Last 30 Days.<\/li>\n<\/ol>\n\n\n\n

    Time Series Details<\/h3>\n\n\n\n
      \n
    • Hoourly<\/strong>: Displays the number of chats interacted hour-wise.<\/li>\n\n\n\n
    • Daily<\/strong>: Displays the number of chats interacted day-wise.<\/li>\n\n\n\n
    • Monthly<\/strong>: Displays the number of chats interacted month-wise.<\/li>\n<\/ul>\n\n\n\n

      Report Elements<\/h3>\n\n\n\n
        \n
      • Date<\/strong>: This indicates the specific date when the agent handled chats. It helps track performance over time.<\/li>\n\n\n\n
      • Agent<\/strong>: The agent\u2019s identification or name. This allows tracking their performance and interactions.<\/li>\n\n\n\n
      • Total Handled Chats<\/strong>: The total number of chats the agent managed during their availability. It reflects their workload and productivity.<\/li>\n\n\n\n
      • Engaged Time<\/strong>: The actual time spent handling chats, excluding breaks. It represents the productive time when the agent interacted with users.<\/li>\n\n\n\n
      • Average Chat Duration<\/strong>: This metric calculates the average duration of individual chats. It helps assess efficiency and workload.<\/li>\n\n\n\n
      • Max Chat Duration<\/strong>: The longest chat duration among all the chats handled by the agent. It highlights exceptional cases or potential areas for improvement.<\/li>\n\n\n\n
      • Average Rating<\/strong>: The average rating received from users after each chat. It provides insight into user satisfaction and agent performance.<\/li>\n\n\n\n
      • Feedback Count<\/strong>: The number of feedback instances received. Feedback helps agents understand their strengths and areas for improvement.<\/li>\n<\/ul>\n\n\n\n

        <\/p>\n","protected":false},"excerpt":{"rendered":"

        Report for a customer support company to tracks and evaluate individual agents performance. Filters and Options Time Series Details Report Elements<\/p>\n","protected":false},"author":36,"featured_media":0,"menu_order":17,"template":"","meta":{"_acf_changed":false,"footnotes":""},"help_center_type":[1843],"class_list":["post-272049","help-center","type-help-center","status-publish","hentry","help_center_type-advanced-analytics"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help-center\/272049","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help-center"}],"about":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/types\/help-center"}],"author":[{"embeddable":true,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/users\/36"}],"version-history":[{"count":3,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help-center\/272049\/revisions"}],"predecessor-version":[{"id":302920,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help-center\/272049\/revisions\/302920"}],"wp:attachment":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/media?parent=272049"}],"wp:term":[{"taxonomy":"help_center_type","embeddable":true,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help_center_type?post=272049"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}