The Agent Dashboard provides a comprehensive view of your team's performance and individual agent metrics. It helps you monitor agent availability, conversation status, and response times, enabling you to optimize your team's efficiency and improve customer satisfaction.
SPEED OF RESPONSE 
The Speed of Response section provides valuable insights into your team's efficiency in handling customer queries. It tracks key metrics such as:
First Response: The speed at which agents send their initial reply to a conversation.
Response Time: The average time taken to respond to subsequent customer messages.
Resolution Time: The average time taken to resolve a conversation completely.
Wait Time: The time a customer waits for an initial response.
SLA METRICS
This section provides insights into your team's adherence to Service Level Agreements (SLAs). By monitoring these metrics, it can identify areas for improvement and ensure consistent delivery of quality customer support. It tracks key metrics such as:
SLA Compliant Conversations: Number of conversations that meet defined SLA targets.
% First Response SLA Achieved: Percentage of conversations where the first response was within the specified SLA timeframe.
% Every Response SLA Achieved: Percentage of all responses within the defined SLA timeframe.
INDIVIDUAL METRICS
This dashboard allows you to monitor the following individual agent metrics:
First Response Time: The speed at which agents send their initial reply to a conversation.
Response Time: The average time taken to respond to subsequent customer messages.
Resolution Time: The efficiency of agents in closing conversations.
Resolved Conversations: The total number of conversations successfully closed by the agent.
Messages Sent: The total number of messages sent by the agent.
Conversations Assigned: The total number of conversations assigned to the agent.
Additionally, you can filter agent data by:
Agent Filtering: View agent data alphabetically, by online status, or by IntelliAssign activity.
Team Filtering: Analyze performance metrics for specific teams or groups.
