Dashboard - Workforce Metrics

The Workforce Metrics tab displays workforce availability metrics and is divided into two sections:

  • Real-Time Workforce Overview
  • Workforce Details

Real-Time Workforce Overview

The Workforce Overview section displays all the information focused on available agents and the workforce KPIs.

  • Availability: Total number of agents using Talkdesk Omnichannel.
  • Accepting Chats: Number of agents accepting tasks.
  • Not Accepting Chats: Number of agents not accepting tasks.
  • Response Times: The team’s average time to respond to a chat.
  • Average First Response Time: Average time it takes for an agent to respond to a customer’s initial chat message.
  • Average Response Time: Average time it takes for the team to respond to customers.
  • Longest Wait Time: The longest time it has taken for an agent to respond to a chat.
  • Average Handling Time: Average time it takes for an agent to initiate a chat before closing or transferring it.

Workforce Details

As a Team Manager, by clicking on one of the chat status tabs [1], you can investigate all the basic information associated with an agent, such as:

  • Name
  • Agent ID
  • Work Status: Accepting tasks or not accepting tasks
  • Time in Status: How long they’ve been in their work status.
  • Last Response: When they last sent a message to a customer.
  • Average Response Time: An agent’s average response time within a chat.
  • Average First Response Time: Time it takes for an agent to send a message after accepting a chat.
  • Total in Time: How long the agent has been logged in to Talkdesk Omnichannel.
  • Chats Active: Total number of active tasks.
  • Chats Created: Total number of initiated chats.
  • Chats Closed: Total number of chats resolved.