You can view statistics for your help desk's staff members regarding their live chat and ticket usage. Click Staff Report.
From here you can access staff reports for live chat, help desk, and help desk performance. When you click on one of these options, you must select a date range to view stats for.
When viewing live chat stats, you will see the number of chat requests that were accepted, not taken, rejected, and initiated. You will also see the average chat time as well as the user rating of the staff member.
The staff help desk report shows the number of tickets opened by the staff member and the number they own that are open, pending, and closed. You will also see the average response time and user rating for each staff member. Time spent is a field filled out by the staff member to show how long they worked on tickets.
The staff help desk performance screen each staff member's average response time, user rating, and time spent.
