Agent Performance
"Measure what matters. Reward what’s working."
Purpose
The Agent Performance module helps Admins and Managers evaluate how well agents are performing based on key KPIs. By tracking daily stats like response times and chat load, this tool provides data-driven insights to coach, reward, or realign your support team.
Performance Metrics Tracked
Surbo Chat calculates agent performance using the following KPIs:
- 📈 Average Chats Per Day: Total chats handled by the agent per day.
- 🚫 Average Missed Chats: How many chats were missed or went unanswered.
- 🔁 Average Chat Transfers: How often the agent transferred chats to others.
- 🌟 Average Feedback: Quality score received from customer ratings.
- ⏱️ Average First Response Time: Time taken by the agent to send the first message.
- 🕒 Average Online Duration: How long the agent was logged in and available.
- 💬 Average Response Time: How quickly the agent replies throughout a conversation.
- 📞 Average Session Time: The overall average duration of each chat session.
Customizable Rating Logic
The Performance Rating System can be configured by the Admin from the Permissions Panel. Based on benchmark values for each KPI, agents are automatically categorized into:
- ✅ Excellent
- 👍 Good
- ⚠️ Satisfactory
- ❌ Unsatisfactory
This allows Admins to track strengths, identify coaching needs, and run performance improvement plans with clarity.