How to display agent performance indicators in the Agent Workspace
Let agents see their performance at a glance. This helps setting goals for agents and provides them real-time visibility into how they are tracking on their goals for better motivation.
What are best practices for setting up agent KPIs?
We recommend enabling agent performance indicators so that agents have performance targets. When you set performance targets for agents, consider the following:
- Agents should be able to handle 2-3 concurrent chats with average of 30-60 chats per day
- Agents should type at least 45 word per minute with 90% accuracy. You can use www.typeracer.com for typing test
- Agents should have Average Speed to Answer (ASA) of less than 30 seconds
- Agents should have Average Response Time (ART) to a visitor's last message of less than 45 seconds
- Agents routing should be prioritized based on skill set or level, and based on who is the least busy
- Proactive invitation images and rules should be A/B split tested to identify highest rates of acceptance
- Agents should have 4.0+ out of 5-star rating for post chat survey / CSAT scores
This will help with goal setting for agents and will give them live visibility into how they are tracking on their goals for better motivation.