Live Agent Performance

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

What data can I find in the Live 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: