Theme
Agent Efficiency
The Agent Efficiency report measures how effectively agents use Agent Assist. It breaks down usage and performance metrics by individual agent, helping you identify coaching opportunities and top performers.
Metrics Tracked
| Metric | Description |
|---|---|
| Queries per Agent | Total number of RAG search queries triggered during the agent's sessions. |
| Suggestion Acceptance Rate | Percentage of delivered suggestions the agent accepted or used. |
| Average Response Time | Mean time between a query being triggered and the suggestion being delivered. |
Agent Identification
Agent names are derived from session metadata provided by the CCaaS connector at session start. The display name corresponds to the agent identity passed by the contact center platform (Genesys, Five9, 8x8, Salesforce, or Google CCaaS).
TIP
If agent names appear as IDs rather than display names, verify that the CCaaS connector is configured to pass agent profile information in the session metadata.
Agent efficiency report table with columns for agent name, search queries, LLM tokens, and estimated cost
Report Table
The main table displays one row per agent with the following columns:
| Column | Description |
|---|---|
| Agent | Agent display name from session metadata. |
| Search Queries | Total RAG queries triggered across all sessions. |
| LLM Tokens | Combined input and output tokens consumed by the agent's queries. |
| Estimated Cost | Calculated cost based on token usage and the model pricing for the configured LLM. |
Filtering
- Date range -- Use the global date picker to scope the report to a specific period.
- Sort -- Click any column header to sort ascending or descending.
WARNING
Cost estimates are based on list pricing for the configured LLM provider. Actual invoiced costs may differ if your organization has negotiated pricing.