Per-agent metrics, weekly digest, CSAT.
Daily scorecard (every agent's home)
- Handled / resolved today
- Avg first response time
- CSAT today (out of 5)
- 7-day CSAT average + chat count
- Rank vs peer agents on the workspace
Manager view (Sidebar → Analytics)
- Conversion funnel: enquiry → resolved → won
- Response time SLAs by agent
- Top tags / topics
- Weekly AI digest (also shown on the home page)
CSAT
After each resolved conversation, the customer gets a 1-5 rating prompt. Responses feed into the scorecard.