Agent

Agent Stats provides deep insights into how your support agents are performing. This includes individual performance, response behavior, availability, and detailed activity.

Agent Performance

This section summarizes agent-wise performance data:

• Total Chats: Number of chats handled in selected date range.
• Customer Satisfaction Score: Average satisfaction score based on customer feedback.
• Average First Response Time: Time taken by agents to respond to customers for the first time.
• Efficiency: Number of chats handled per minute per agent.

Example: If an agent has handled 2 out of 3 total chats and scored 0% satisfaction, that indicates improvement areas in their chat handling quality.

Chat Response Time

Track how quickly your agents respond.

• View data weekly or compare with previous week.
• Monitor performance dips/spikes.
• Shows Average, Longest, and Shortest response times.

Tip: Hover over graph bars to see the exact time on specific dates.

Agent Activity

Monitor when agents were online and active throughout the day.

• Horizontal timeline for the selected date.
• Green marker: Active time.
• Grey bar: Total offline time.
• Toggle to hide inactive agents.

Use Case: To verify if agents are active during assigned shift hours.

Agent Report

Agent Report Generation

This tab helps you generate performance reports for any agent within a date range.

How to Use:

1. Select Date Range:

   • Choose from: Last 7 Days, Last 15 Days, or use a Custom Range.

2. Select Agent:

   • Search by agent name or select from dropdown.

3. Generate Report:

   • Click on the Generate Report button.
   • The report gets added to the “Generated Reports” section below.

Free plan allows up to 5 report generations per month. To unlock more, upgrade to Premium.

Generated Reports Section

• Shows a list of all generated reports.
• Includes:
  • Agent Name
  • Email
  • Start Date – End Date
  • Status (Success/Failure)
  • Action (View Report)

If a report fails, hover over “Status” cell to know whats the issue.

Example: If rahul@curatu.ai generated a report for April 1 to June 17, and it shows Failure, you can click on “View Report” to see the generated report.

Agent Performance Report

The Agent Performance Report provides a detailed analysis of an individual support agent’s performance over a selected period. This helps team leads identify strengths, weaknesses, and areas for improvement in customer interaction quality.

Report Overview

Each report includes:

• Agent Information: Name, role, and email of the evaluated agent
• Performance Period: Start and end date of the performance review
• Alert Level: Displays a badge (e.g., CRITICAL) if performance is below acceptable levels

Example: An agent named “xyz Dev” had a satisfaction rate of 35.4% between Feb 1 and July 1, triggering a critical alert due to low performance.

Key Metrics

• Total Chats: Number of support chats handled during the review period
• Satisfaction Rate: Percentage of chats with positive feedback (target is usually above 60–70%)
• Average Messages per Chat: Reflects how engaged the agent is (ideal: 3–5 messages per chat)

A low average like 2 messages/chat may indicate abrupt or incomplete responses.

Overall Assessment

Summarizes the agent’s performance level using behavior-based indicators:

• Highlights whether performance meets expectations
• Flags if the agent consistently resolves issues or closes chats prematurely

Key Strengths

Lists the agent’s positive attributes, even in underperformance scenarios.
For example:

• Quick response time
• Efficiency in closing cases

Use this section to build on what’s working well for the agent.

Areas for Improvement

Identifies critical performance issues across several dimensions:

1. Customer Satisfaction – Low satisfaction indicates dissatisfaction with resolutions.
2. Chat Engagement – Very few messages per chat suggest rushed conversations.
3. Problem Resolution – Incomplete or inaccurate answers.
4. Empathy & Rapport – Lack of personal touch may alienate users.
5. Probing for Info – Not asking clarifying questions before resolving.

Improvement Recommendations

Provides practical, actionable suggestions to help the agent improve:

• Attend active listening workshops
• Practice role-playing sessions with mock chats
• Join mentorship programs
• Develop SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound)

Example: “Introduce a script for greeting and closing chats to ensure consistency.”

Communication Patterns

Analyzes how the agent communicates with users:

• Abrupt Closures – Short conversations without resolution
• Lack of Personalization – Robotic tone or no use of user names
• Incomplete Responses – Not addressing all issues in the query
• Limited Info Gathering – Failing to ask follow-up questions

Best Practices to Follow

General guidelines for maintaining support quality across all agents:

• Acknowledge user concerns
• Ask clarifying questions before suggesting solutions
• Offer additional help and check user satisfaction before ending chats
• Use clear, friendly, and jargon-free language

These best practices should be followed regardless of performance issues.

Pro Tip

Use this report during agent performance reviews to:

• Recognize achievements
• Identify training needs
• Set monthly performance targets
• Track progress with follow-ups