Bridge Agent Performance Dashboard

Bridge Agent Performance Dashboard helps you see live escalation volume and analyze the agent’s performance.

What data can I find in the Bridge Agent Performance Dashboard?

You can find the following data in the dashboard:

  • Resolved Escalations

  • Total number of End User Messages

  • Total number of End Users

  • Total number of Agent Messages

  • Median First Response Time

  • Median Resolution Time

  • Escalation Volume Trend

Besides that, you can analyze more specific escalation metrics by your live agents:

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