How to analyze chats on Smart Agent Chat?
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As the Team Lead, you can -
- Analyze closing categories
- Analyze time and chat statistics
- Analyze agent performance
Closing categories will help you analyze the volume of types of queries the bot is receiving from the users.
In the Team Analytics section, you can check the time and chat statistics. You can also check the agent's performance.
The Smart Agent Chat report gives you a list of all the agent conversations in a selected time period. You can now analyze your agents based on various metrics like response times and more on a granular level.