The Teammates section in Reports combines insights from performance and activity. It highlights how effectively agents handle customer interactions through metrics like satisfaction, response times, and chat volume, while also showing real-time availability and presence to ensure balanced workloads and reliable coverage.
Performance
The Teammate performance report focuses on the quality and efficiency of customer support, utilizing metrics such as chat satisfaction, first response time, chats per hour, and total chats. These insights help assess how effectively agents handle interactions and identify top performers who can serve as mentors to others.
Activity
The Teammate activity report focuses on real-time availability and work presence. It shows who is online, their current status, and when teammates were available for chats during a given day. This provides valuable visibility for managing workload distribution and identifying when additional support might be needed.
Together, these reports offer a complete view of agent performance and operational coverage.
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