How to Monitor Agent Performance and Chat History
Keeping track of your agents' performance is crucial for providing excellent customer support.
Here’s how you can do it:
- Go to the Chat Interface: From the main dashboard, go to the chat interface.
- Filter by Agent: You can filter the conversation list to see all the chats assigned to a specific agent.
- Review Chat History: Click on any conversation to review the full chat history between the agent and the user.
- Check Timestamps: Timestamps for each message will help you gauge response times and overall efficiency.