Create and manage agents
On the left side of the Paldesk interface, you can find the Live statistics tab and the Reports tab. Both of them give you valuable insights into the overall performance of your agents. Learn how to read that data and improve their performance.
Live statistics – how to read the data?
In the Live statistics tab, track down your agents and contacts in real-time. Under general info, you can find the number of online contacts, the number of online agents who are ready to provide the service, and the number of open conversations and tickets.
Further down is a graph that shows the overall number of conversations per specified period. You can choose between the last seven, thirty, or ninety days. You can also decide whether you want your graph to show the number of conversations per week or a specific date. See how that looks like in the video below:
Video 1. Number of conversations graph
Next, there are three bar charts. The first one shows the number of conversations per group, allowing you to compare different groups and their workload. The second bar chart presents the number of conversations per channel, which can help you determine the most-used channel for your customers. Lastly, there is a bar chart that shows the number of open tickets per each agent, which allows you to view each agent’s efficacy in ticket resolution.
Image 1. Number of conversations graph
Reports – how to read and export data?
In the Reports tab, you can look into the overall performance of your agents. Data there contains agent’s online and ready time, number of resolved conversations, and average conversation time for a specific period. You also have the option of exporting selected or all data into an Excel spreadsheet.
Here is a video showing you how to do that:
Video 2. How to export data into an Excel spreadsheet
And that’s how you can read and export data from the Live statistics and the Reports tab. Remember, if you come across any issues, please feel free to reach out to our customer service via live chat or email (firstname.lastname@example.org), we will be more than happy to help.