Operators

Global data

• Average response time: average wait time for a user to get an answer from an operator;

• Average occupancy rate: allows to see, when an operator is online, how long they spend in discussion. It is thus possible to determine the required number of operators. An operator is at 100% usage when they handle 3 dialogs at the same time;

• Max connected operator: allows to know the maximum number of operators that were connected at the same time at a given time.

Data per operator

You can find various global analytics for each of the operators.