In FC, average FRT for the day is already shown. Hence, figures are taken from Freshchat matrix.
* Slack time is calculated and average is taken.
Every statistics is in seconds, hence calculation is -
<x minutes * 60 + x seconds >
=0*60+34
Weekly
CS Lead to publish the same every week on Tuesday mornings
Team Analytics
Trend Analysis of Tickets - Last 3 weeks
Escalations Summary - Current & Previous Month
Summary of Coda additions [one-line changelog]
Agent Analytics
Weekly Median/ average FRT & FRT violations
Average Resolution Time [Only FC]
Average CSAT score received % and Average CSAT score [Only FC]
Escalations, agent-wise
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