# Data & Reporting (Live Agent Engine)

## Agent Performance Dashboard

<div data-full-width="true"><figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FeuZJYIGHW4fRJZzTOpcI%2Fimage.png?alt=media&#x26;token=df54ea53-840e-4877-9432-eb59b52a338e" alt=""><figcaption><p>Example Dashboard View of the Bridge Agent Performance</p></figcaption></figure></div>

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.                                                                       |

{% hint style="info" %}
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)
  {% endhint %}

## 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

<details>

<summary>What time does Live Agent Engine data &#x26; dashboard update?</summary>

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

</details>

<details>

<summary>Can this data be shared with my CRM or other platforms?</summary>

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](https://docs.satisfilabs.com/resource-center/ai-agent-engine/features-and-integrations/integrations/zapier "mention")

</details>

<details>

<summary>I resolved a conversation, but it did not count towards my resolved conversation total.</summary>

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.

</details>