Agent Performance

In This Article

The Agent Performance helps to evaluate your support team’s volume by replies and tagged reviews.

It provides both metrics by each team member and allows to estimate the effectiveness of the automation in processing the reviews.  

The key indicators to monitor are Number of Replies, Reply effect, Average Response Time, Average 1st Response Time, CSAT, Reply Rate, and more. 

This feature is now in beta. Please contact your account manager or our support team to be the first to try it out!  Agent Performance is always available for Admin and User roles. Customer Support and Reviews Manager roles can receive access upon request. please reach our support team for more details.

Filters

1. On the Agent Performance, you can select to view the data by All Agents (team members and automation) as well as compare the data separately by each agent.

Automation shows the data by auto-replies (including the automated concern report) and auto-tags.

2. Select an app. Here you can select an app from the current collection.     

3. Select a time period for the analysis and the device country.

4. Select additional filters:
- Collections; 
- Review Language.

💡 You can analyse the team performance by app and a team member even if the replies are submitted from different collections.

Agents Stats - KPI Section

The first section provides the most valuable metrics to track when working with reviews in the app stores. 

These metrics are:

  • Replies Submitted - the number of replies published in stores.
  • Avg. Reply Time - the average reply time for the period.
  • CSAT - the percentage of reviews with the positive reply effect  (the reviews with the updated rating to more stars) from the total number of reviews with reply effect except for the 5 star reviews.
  • Reviews Tagged - the number of tagged reviews.
  • Reviews Reported - the number of reviews reported as a concern.

Agent Summary

The section is displayed only if the "All Agents" view is selected.

The table provides the statistics by all Agents (team members and automation). The set of metrics could be managed from the dropdown on the top right of the section. You can sort the table by click on any column title.

Available metrics:

  • Replies Submitted the number of replies published in stores.
  • Reply Rate - the rate of reviews replied by agent to the total number of reviews replied.
  • Replies Per Day - the rate of reviews replied to the number of days in the selected period. Shows how many reviews are replied daily. 
  • Average Reply Time - the average reply time for the period.
  • Average First Reply Time - the average first reply time to a new or updated review.
  • CSAT - the percentage of reviews with the positive reply effect  (the reviews with the updated rating to more stars) from the total number of reviews with reply effect except for the 5 star reviews.
  • Reviews Tagged - the number of tagged reviews.
  • Tags Rate - the rate of reviews tagged by an agent to the total number of tagged reviews.
  • Reviews Reported - the number of reviews reported as a concern.
  • Reply Effect - the update of the review rating as a result of an agent reply. 

Charts Section

  • Reply Time shows how long it takes for a team to provide a first response (Average First Reply Time) and the Average Reply Time for the selected period.

The  Average Reply Time is provided by default on the page.

The Average First Reply Time is time between the first response to a new or updated review in the selected period.

  • Top Tags shows the five most popular tags and the number of reviews tagged. 

  • Reviews Reported provides the number of reviews reported as a concern to the stores to be removed.
  • Reply Effect helps to estimate the impact of replies on the app review rating by an agent and all team.

Agent Reply Effect shows how many reviews were updated and how the review ratings changed as a result of replies by each agent. The comparison with the previous period provided. 

All Agents Reply Effect shows the reply effect of all the replies (by team members and auto-replies) made during the period. 

No Reply Effect the review rating changed and the number of reviews that wasn't affected by the replies.


Agent Workload

The graph shows how busy the team was during the selected period. Provides the data on Reviews Replied and Reviews Tagged on daily, weekly or monthly basis.

At the moment, the Agent Performance shows the data on replies submitted from your AppFollow account directly, Reply to Reviews page. So, this doesn't provide the data on replies sent via integrations with messengers, help desk systems and store consoles as well. 
We will be adding these data in the next iterations!

Need more? Open the Support Beacon in the bottom right corner – we're here to help!

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us