I'm pulling a report from Khoros on Team Performance, but I'm unclear what the below definitions mean in the report. Can somebody clarify what the difference is between these:
what do they all mean and what is it measuring the agent against?
@stephmel We have many different metrics on agent activities that are tracked and reported for measuring agent performance and utilization. I would recommend reviewing our docs on these metrics for additional details on each of them and how they interact with agent states. We also provide product coaching session on these metrics where you can get 1-1 interaction with a product coach to dive deeper into specific questions about your needs.
Thanks for that! Unfortunately I don't have permission and access to those links. would you be able to email them to me? or grant permission to them?
hey @stephmel if you go to the chat bubble and type “customer access” (without the quotes) into Maia bot that should upgrade your access automatically 🙂
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