Data & Reporting (Live Agent Engine)

Agent Performance Dashboard

Example Dashboard View of the Bridge Agent Performance

To access the Live Agent Engine Performance dashboard:

1. Log into the Satisfi Labs Dashboard.

2. Select the Analytics tab.

3. Click the Bridge Agent Performance dashboard.

Administrators with access to Analytics can view the following insights via the Bridge Agent Performance dashboard:

Data Type	Description
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.

Don't forget to utilize the filter on the right-hand side of the dashboard! Popular filters include:

• Date

• Team

• Agent

• Channel Type (Web/App/etc.)

• Page (Entry Points)

Additional Reporting

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:

1. Log into the Satisfi Labs Dashboard

2. Select the Tools tab, then select Data

3. Select the report you'd like, and select either view/download

Bridge Contacts

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.

Bridge Conversation Segments

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

FAQs

What time does Live Agent Engine data & dashboard update?

Live agent stats are automatically updated daily at 6:30 AM ET.

Can this data be shared with my CRM or other platforms?

Yes! To learn more about how you can connect your conversation data with a variety of downstream systems, including Salesforce, Google Sheets, and Hubspot, click the page link here: Zapier

I resolved a conversation, but it did not count towards my resolved conversation total.

Two actions need to occur for a conversation to be successfully categorized as "resolved":

• The conversation was marked as "resolved".

• The assigned agent sent at least one message to the end user, indicating they attempted to communicate with them.