Data & Reporting (Live Agent Engine)
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To access the Live Agent Engine Performance dashboard:
Log into the Satisfi Labs Dashboard.
Select the Analytics tab.
Click the Bridge Agent Performance dashboard.
Administrators with access to Analytics can view the following insights via the Bridge Agent Performance dashboard:
Resolved Escalations
Total number of resolved escalations. Includes the percentage of resolved escalations compared to the total of escalated conversations.
End Users
Total number of end-users who escalated their conversation.
End User Messages
Total number of end-user messages sent in escalated messages.
Agent Messages
Total number of agent messages sent in escalated messages.
Median First Response Time
The approximate midpoint amount of time (HH:MM:SS) a live agent takes to send their first message to an end user.
Median Resolution Time
The approximate midpoint amount of time (HH:MM:SS) a live agent takes to resolve an escalated conversation.
Escalation Volume Trend
Total end-user messages and escalations over a determined timeframe.
Escalation Metrics By Agent
View specific agent performance data in the determined timeframe.
In addition to the Agent Performance Dashboard, the Satisfi Labs dashboard offers several downloadable and viewable reports. To access these reports, follow the steps below:
Log into the Satisfi Labs Dashboard
Select the Tools tab, then select Data
Select the report you'd like, and select either view/download
This report returns a list of all contacts entered into Bridge, regardless of whether the information was inputted by an agent or the end user. Possible fields include full name, email, and phone number.
This report retrieves escalated conversation segment data. Fields of data include:
Date/time when the conversation began
First response date/time
Conversation status
Last message type (inbound/outbound)
Inbound/outbound message count
Agent/team
Conversation ID
Submission Code
Customer Code
