Agent Performance

Article author
Vera Terengina
  • Updated

The Agent Performance page helps to evaluate your support team’s volume by replies and tagged reviews.

It provides both metrics by each team member and allows to estimate the effectiveness of the automation in processing the reviews.  

The key indicators to monitor are the Number of Replies, Reply Effect, Average Response Time, Average First Response Time, CSAT, Reply Rate, and more. 

Agent Performance is always available for Admin and User roles. Customer Support and Reviews Manager roles can receive access upon request. Please reach out to your account manager or our Support team for more details.

Filters

3.png

1. On the Agent Performance, you can select to view the data by All Agents as well as compare the data separately by each agent.

1.png
We show statistics by:
- AppFollow Agents (Team Members and Automation).
Team Members who reply from AppFollow interface.
Automation shows the data by Auto-replies (including the automated concern report) and Auto-tags.

- Email Agents.
Name and email address for users who reply via any Email or Helpdesk Integration connected to the AppFollow account. 

We show only replies statistics for Email Agents.

- Zendesk Agents.
Name and email address for users who reply via Zendesk App Integration. It is required to add the Zendesk API key to AppFollow to see the data by replies and tags.

In order to see Zendesk Agents, please contact our support team. At the moment, our team will enable this feature manually for your account. We are going to release a self-service tool that will allow to add API Key via AppFollow interface in the recent future. 

- API shows the data by replies sent via AppFollow API (methods #5. Review Reply, #6. Review Tags Update).

2. Select an app. Here you can select an app from the current workspace.     

3. Select a time period for the analysis and the device country.

4. Select additional filters:
- Workspaces; 
- Review Language.

You can analyze team performance by app and team member even if the replies are submitted from different workspaces.

Agents Stats - KPI Section

The first section provides the most valuable metrics to track when working with reviews in the app stores. 

These metrics are:

  • Replies Submitted - the number of replies published in stores.
  • Avg. Reply Time - the average reply time for the period.
  • CSAT - the percentage of reviews with the positive reply effect  (the reviews with the updated rating to more stars) from the total number of reviews with reply effect except for the 5-star reviews.
  • Reviews Tagged - the number of tagged reviews.
  • Reviews Reported - the number of reviews reported as a concern.

Agent Summary

The section is displayed only if the "All Agents" view is selected.

The table provides the statistics by all Agents (team members and automation). The set of metrics could be managed from the dropdown on the top right of the section. You can sort the table by click on any column title.

Available metrics:

  • Replies Submitted - the number of replies published in stores.
  • Reply Share - the share of reviews with an agent reply out of the total number of reviews replied.
  • Replies Per Day - the rate of reviews replied to the number of days in the selected period. Shows how many reviews are replied to daily. 
  • Average Reply Time - the average reply time for the period.
  • Average First Reply Time - the average first reply time to a new or updated review.
  • CSAT - the percentage of reviews with the positive reply effect  (the reviews with the updated rating to more stars) from the total number of reviews with reply effect except for the 5-star reviews.
  • Reviews Tagged - the number of tagged reviews.
  • Tags Share - the share of reviews tagged by an agent out of the total number of tagged reviews.
  • Reviews Reported - the number of reviews reported as a concern.
  • Reply Effect - the update of the review rating as a result of an agent reply. 

Charts Section

  • Reply Time shows how long it takes for a team to provide a first response (Average First Reply Time) and the Average Reply Time for the selected period.

The  Average Reply Time is provided by default on the page.

The Average First Reply Time is the time between the first response to a new or updated review in the selected period.

  • Top Tags shows the five most popular tags and the number of reviews tagged. 

 

  • Reviews Reported provides the number of reviews reported as a concern to the stores to be removed.
  • Reply Effect helps to estimate the impact of replies on the app review rating by an agent and the entire team.

Agent Reply Effect shows how many reviews were updated and how the review ratings changed as a result of replies by each agent. The comparison with the previous period provided. 

All Agents Reply Effect shows the reply effect of all the replies (by team members and auto-replies) made during the period. 

No Reply Effect the review rating changed and the number of reviews that weren't affected by replies.

Agent Workload

The graph shows how busy the team was during the selected period. Provides the data on Reviews Replied and Reviews Tagged on a daily, weekly, or monthly basis.

At the moment, the Agent Performance shows the data on replies submitted from your AppFollow account directly, Reply to Reviews page. So, this doesn't provide the data on replies sent via integrations with messengers, help desk systems, and store consoles as well. 
We will be adding these data in the next iterations!

 

Was this article helpful?

0 out of 0 found this helpful