View Agent Analytics in Wabo

The Analytics Module in Wabo provides detailed insights into your team's performance, particularly focusing on agents handling conversations. By analyzing agent-specific data, you can optimize workflows, improve customer service, and track key performance metrics. Here's a step-by-step guide to accessing and understanding the Agent Analytics section in Wabo.

Step 1: Access the Analytics Module

1. Log in to your Wabo dashboard.

2. Navigate to the Analytics module from the main menu.

3. Select the Agent tab to view analytics specific to your agents.

Step 2: Explore Agent Analytics Metrics

The Agent Analytics section provides a range of key metrics. Below is an overview of what you can analyze:

1. Agent Conversation Status

This section categorizes conversations based on their current state:

• Open: Conversations currently active.

• Pending: Conversations awaiting a response.

• Closed: Completed conversations.

• Assigned: Conversations allocated to a specific agent.

• Unassigned: Conversations not yet assigned to any agent.

• Unattended: Conversations that remain unaddressed.

2. Time Stats

Measure the efficiency of your agents with these time-based statistics:

• Average Resolution Time: The average time taken to resolve a conversation.

• Average Conversation Duration: The average length of a conversation, providing insights into agent efficiency and customer engagement levels.

3. Conversation by Agents

This section offers a breakdown of conversations handled by individual agents, helping you evaluate performance and workload distribution. Metrics include:

• Agent Name: The name of the agent.

• Open Conversations: Conversations currently active with the agent.

• Pending Conversations: Conversations awaiting further action by the agent.

• Closed Conversations: Conversations successfully resolved by the agent.

• Assigned Conversations: Conversations directly assigned to the agent.

• Unassigned Conversations: Conversations that are yet to be assigned.

• Unattended Conversations: Conversations not acted upon by the agent.

Benefits of Using Agent Analytics

• Performance Insights: Understand how agents are performing based on their conversation statuses and resolution times.

• Workload Balancing: Identify agents who are overburdened or underutilized.

• Enhanced Efficiency: Use metrics like Average Resolution Time to implement training or workflow improvements.

• Data-Driven Decisions: Leverage actionable insights to allocate resources effectively.

Tips for Maximizing the Analytics Module

1. Regularly monitor conversation statuses to ensure no queries are left unattended.

2. Compare average resolution times across agents to identify areas for improvement.

3. Use the "Conversation by Agents" breakdown to balance workloads effectively.

4. Leverage these insights to provide personalized training and support for agents.

By leveraging the Agent Analytics section in Wabo, businesses can improve customer engagement, optimize team performance, and drive better results. Regularly reviewing these metrics ensures that your team remains responsive and efficient, ultimately enhancing customer satisfaction.