Meiqia reports on volume, response time, resolution rate, satisfaction and ticket timeliness, with drill-down by channel, group and agent.
Volume and timing
Hourly, daily and weekly distributions of volume help you staff the right shifts.
- Conversation and queue trends
- Peak-hour distribution
- Channel mix
Quality metrics
First response time, handling time, first-contact resolution and CSAT, drillable to each agent.
- First response time
- Average handling time
- FCR and CSAT detail
FAQ
How fresh is report data?
Core metrics are near real time; aggregated reports refresh roughly every five minutes.
Can I limit reports to managers?
Yes. Report access is role-based; agents normally see only their own numbers.