Agent activity

Who can use this? Wrap admins, and members once an admin turns on View agent activity.

Compare what each agent did over the same period: how much they answered, how much they closed, and how much they are carrying right now. It is the only Wrap report that compares people by name.

What it shows

Compare three figures per agent:

• Messages sent in the period.
• Conversations closed in the period.
• Assigned and open, a figure about now, not about the period.

The first two figures count what the person did during the period. The third counts what they are carrying at this moment.

The heatmap

Scan the calendar of messages sent per day to see the team's rhythm and its gaps. Do not use it to measure hour-by-hour productivity.

How not to read it

Do not read message count as a measure of quality. Somebody who solves in two messages what another solves in ten comes out worse on messages sent and better on conversations closed.

A person with many assigned open conversations may be overloaded, or may be carrying the hard cases.