Efficiency in the new Agents Performance Report

I see we have a new report in the Agents section, called Agents Performance. I like the ability to compare agents for some key metrics!

Any explanation what “efficiency” is and what it is based on?

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Hello, @melissa.hannam

Thank you! We’re glad to hear that you find it useful. :slight_smile:

The Efficiency metric shows the average number of chats that an agent had per hour within a certain time period. On the top of the page you can also see the average number for a whole team.
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