New Agent Performance Metrics in Analytics

Introduction
Offers a detailed view of support agent performance directly within the analytics page.

Detailed Agent Metrics
The analytics dashboard now includes a comprehensive table displaying:

• Messages Sent: Tracks the total number of messages sent by each agent to customers.
• Conversations Handled: Monitors the number of conversations managed by each agent.
• Average Response Time: Measures how quickly agents respond to customer messages.
• Average First Response Time: Indicates how fast an agent responds to the first message in a new conversation.
• Assigned Conversations: Shows the total conversations assigned to each agent.