New features overview
Real-Time Insights: Handle Time, CSAT
The Real-Time Insights bar enables agents to monitor their own performance data in real-time. We have added two new metrics:
- Average Handle Time: Average time agents have been working on a conversation.
- Average CSAT score: Once a customer gives feedback by filling out a CSAT survey, this metric will be updated immediately. Giving your agents important insights into their own performance.
Admins can make the Real-Time Insights available to users in Settings – Agent Workspace – Real-Time Insights.