Create and manage agents

Live statistics are an excellent tool for measuring your agent’s performance, weekly numbers, and other essential performance metrics you would like to use. In the Paldesk app, you have two types of data reports: Live statistics and Reports that you can find in the menu tab. They will offer you valuable insights and multiple ways to analyze data, making it easier to manage your agents and resources.

Live Statistics

In the Live statistics tab, first, you will see general info happening in real-time, including the number of online contacts, number of agents, and the number of open conversations and tickets, as seen in the picture below: 

Image 1. Live statistics preview

Next, you can choose the data preview period, and track down your number of conversations per week, number of conversations per group and channel, and lastly, the number of assigned open tickets per agent. 

Here is how that data looks like:

Video 2:  Number of conversations per group and per channel

Reports

Reports give you insights into the overall performance of your agents. Here you can track down their online and ready time, number of resolved conversations, and average conversation time for a specific period. You also have the option of exporting those data into an Excel spreadsheet. 

For example:

Image 2. Reports tab

And that’s it. If you come across any issues, please feel free to reach out to our customer service via live chat or email (support@paldesk.com), we will be more than happy to help.