Response Rate and Response Time Reporting Dashboard

Description:

There is currently no dashboard for measuring team performance on guest communication. Operators have no built-in way to see agent response times, response rates, and related metrics over time, which makes it hard to monitor service levels, run QA, and identify where response times are slipping.

For example, a manager wanting to confirm the team is meeting a 30-minute response-time target, or to compare response performance across agents, has no in-platform reporting to draw on today.

Requested Enhancement:

• Provide a dashboard showing agent response times and response rates.
• Allow performance to be viewed over time and broken down by agent.
• Support QA and service-level monitoring with exportable or filterable metrics.

Benefit:

A response-time and response-rate dashboard would give operators visibility into team performance, support QA audits, help enforce service-level targets, and surface where guest response times need attention.