The KPIs or Key Performance Indicators report is a part of the Workflow reports. You can find it in the Analyse section as a KPIs item. It shows high level and detailed statistics on the performance measures.
The First response time graph shows your team's response time segmented by efficiency. First response time is calculated in the moment when an agent replies to a customer request the first time. Our recommended First response time goal is between 40-60 minutes.
The Solution time graph shows your team's solution time segmented by efficiency. Solution time is calculated when the agent resolves the customer request. Our recommended Solution time is between 8-12 hours.
The Customer journey graph shows the number of created comments when agents engaged with customers segmented by efficiency. Our recommended Customer journey is 2 messages.
The Agents KPIs table shows detailed statistics per agent. You can see the agent's funnel from how many posts were assigned to the agent, how many replies they sent out, and what was their response rate. From the collaborative perspective you can see how many of the posts did they report and assigned to other agents. The main KPIs as First response time, Solution time and Customer journey are also reported per agent.
The Source KPIs table shows detailed statistics per connected source. It shows how many conversations did customer post on the source, how many posts did agents engage per source, how many posts were reported, and what was the response rate per source. The table also shows sentiment of posts per source, how many of them were positive, neutral or negative. The main KPIs as First response time, Solution time and Customer journey are also reported per source.
Tip: You can set a time range of the reports to today, yesterday, week, month or custom time period with the calendar filter placed on the top right of the screen. The filter will apply to the whole report. You can also export all data from the report or individual graphs and tables to the Excel spreadsheet or PNG and JPG image forms. Additional filters allows you to filter the report for specific agents, sources, sentiments, tags or status.