Agent Performance
The Agent Performance page shows the work of the call-center agents who confirm your stores' orders: how many orders each one handled, how many they confirmed, and how many of those were delivered. The numbers cover all your linked stores. The page holds no money amounts, so every member of the workspace can see it.
View a period
- Open Agent Performance.
- Choose the period: Today, Yesterday, Last 7 days, Last 30 days, This month, Last month or Custom range to set two dates. The default is Last 30 days.
If no agent worked in the period, the message No agent activity for this period. appears.
Reading the table
Each agent has one row with these columns, and you can click the header of any numeric column to sort the table:
- Handled: the orders the agent worked on during the period. An order counts once, however many times the agent touched it.
- Confirmed: the orders the agent confirmed, out of those handled.
- Confirmation rate: Confirmed divided by Handled.
- Delivered: the orders the agent confirmed that are now delivered.
- Delivered rate: Delivered divided by Confirmed.
The two rates have different bases: the first uses handled orders and the second uses only confirmed orders. Do not compare them with the confirmation and delivery rates in the Dashboard and Analytics, which are calculated on orders whose outcome is settled.
A - means there are no orders to calculate the rate on, so it is not a zero. 0.0% is a real result: the agent handled orders and confirmed none of them.
An agent's pay is tied to these numbers when a commission is set, see Payroll.