Average response time, quality, adherence, teamwork, and dependability are one of the few reporting metrics used to measure an agent’s effectiveness. And as a responsible business owner, you’ve every right to ensure that your live chat team is following the set protocols while managing the chats. So, we make agent performance tracking easier for you with multiple, essential, KPIs that give you confidence in your live chat team.
Agent performance is one the most important factors (if not the most important) in call center success and at ChatPandas we take measures to improve it on a collective level. We take reporting from qualitative metrics and also note quantitative behaviors and trends.