Understand how well your teammates are handling the conversations.
The leaderboard displays the people who are performing extremely high and low in handling conversations, which can be helpful in knowing where and what to improve.
By default, the data for the last 7 days is displayed with the following information:
- The number of conversations in which the user replied for the first time.
- The number of conversations assigned to the user that has been closed.
- An average time to reply to a conversation.
- Percentage of ratings that have been given by the customers to his conversations.
You can use some other filters like users, period, and teams to get the desired output.
This report is helpful to determine how quickly your teammates are responding to the conversations, how many conversations are being handled by your teammates, and how effectively your teammates are resolving the queries of customers.
Add this report to your dashboard by clicking on 'Add widget' and choosing the conversations filter on the left panel then selecting the report and clicking on the 'Add to dashboard' option.