Live statistics and reports
Live statistics are a great way of measuring your agents performance, weekly numbers and other important performance metrics you would like to use. In Paldesk app you have two types of insights. Live statistics and Reports. You can find them in the menu tab. They will offer you multiple ways of looking at data which can help you a lot easier to manage your resources and agents.
Live statistics offers you to see how many contacts are online, number of your ready agents, number of open conversations and open tickets. Better view of your stats through time is the insights into the number of conversations per day or weekday. Along that you can choose the view between last 7, 30 or 90 days.
Picture 1. Live statistics preview
If you have multiple groups, you can see the number of conversations per group and the number of conversations per channel which can help you to better understand where you are performing well and where you need some improvement. There is also a graph that shows you the number of assigned open tickets per agent.
Picture 2. Number of conversations per group and per channel
Reports give you insights into the agents online and ready time, its resolved conversations and average conversation time. You can look at those data from Paldesk or you can export all or just selected data into Excel spreadsheet.
Picture 3. Reports preview