Freddy AI — Non-Voice Dashboard

Kenya Customer Care · upload the OKR workbook and daily Freshchat files to begin

M·KOPA

No OKR data yet. Go to ⚙️ Settings → Data upload to pull from SharePoint.

No Agent Productivity data for this market yet. Add the market's Freshchat exports to the Freshchat Exports folder and run REFRESH EVERYTHING in the Freddy AI Report tool.

Agent Tier Breakdown
Top Agents by Chats Resolved
🔍 Key Findings
FILTER:

All Agent Metrics

Red = target breach · Green = target met

Times in minutes (source stored in seconds). Res. Rate = Resolved ÷ Assigned × 100. Achievement = Resolved ÷ Daily target × 100. Tier & target thresholds are set per market in ⚙️ Settings.

Daily Trend — Avg Chats Resolved per Agent

Per-Day Breakdown

Average chats resolved per agent, split by tier · with % achievement vs target

Agent × Day Matrix — Chats Resolved

One row per agent, one column per day

🚨 Flagged Agents — Requiring Attention

Below daily target and/or breaching FRT

Flags use the current Day filter and the per-market target thresholds set in ⚙️ Settings.

📐 Metric Definitions
Resolved Count
Chats marked “Resolved” in the day. Primary throughput metric and the basis for tiering.
% Achievement
Resolved ÷ Daily target × 100, where the Daily target is set per market in ⚙️ Settings (e.g. with a 150/day target, 150 resolved = 100%). Shown per agent and team-wide.
Assigned Count
Chats routed to the agent (resolved or not). Used for Resolution Rate.
Resolution Rate
Resolved ÷ Assigned × 100. Closure efficiency.
First Response Time (FRT)
Assignment to first agent message. Stored in seconds; shown in minutes. Default target ≤ 2 min.
Avg Handle Time (AHT)
Resolution Time — first response to resolution. Live-handling efficiency.
Response Time (RT)
Average gap between messages within a conversation. Not the same as FRT.
CSAT Average
Mean CSAT survey score (0–5). ⚠ Unreliable below ~10 surveys.
🚦 Tiers & Priority
TIER B
Resolved ≥ the Tier-B threshold (default 60/day). High performers.
TIER A
Resolved between the Tier-A and Tier-B thresholds (default 20–59/day).
BELOW
Resolved under the Tier-A threshold (default < 20/day).
DUAL FAIL
Below the daily target and breaching FRT — top coaching priority.
📚 How to Use
Freddy AI Report
Pull the OKR workbook from SharePoint (Settings → Data upload) to fill the 9 dashboard metrics; Agent Productivity fills from Freshchat files.
Settings → Data upload
Pull the OKR workbook and add daily Freshchat .xlsx/.csv reports. Each Freshchat file = one day.
Date range
From / To / quick-range scopes Overview, Performance and Flags. Synced with the Freddy AI Report; defaults to the last 14 days ending yesterday.
Top Interaction Categories
Volume by Country
🔥 Top Chat Drivers — Reasons for Interaction
🔥 Top Chat Drivers — Sub-reason for Interaction
Interaction Categories — click a bar to drill into its reasons
SEARCH:

All Chat Drivers — Reasons

Click a row to expand its sub-reasons · times are averages
SEARCH:
Top Sub-reasons

Sub-reasons by Day

One row per sub-reason, one column per day · counts · top 30 by total
Top Resolution Outcomes — how chats were closed

All Outcomes

Resolution outcome recorded on the ticket
Daily Chat Volume
Top 5 Categories by Day
🎚️ Agent Productivity calibration per market · shared with everyone

Thresholds used by the Agent Productivity tab, set separately for each market. Productivity floor = only agents resolving more than this count toward the "# Agent Productivity" metric (0 = any agent with ≥1 resolved). Tier A / Tier B from set the tier bands, Daily target drives % achievement, and FRT target is the first-response-time goal in minutes. Each market keeps its own values — edit any row, then click Apply to save the targets for every user.

📥 OKR dashboard source from your data folder

The 9 Freddy AI Report metrics come from each market's OKR workbook on SharePoint (KE, NG, ZA). They're read straight from those synced files — nothing is uploaded or stored in the app. Run REFRESH EVERYTHING (or APP ONLY) in the Freddy AI Report tool to rebuild all three markets and deploy for everyone.

👥 Agent Productivity source from your data folder

Productivity is read straight from your Freshchat Exports folder — nothing is uploaded or stored in the app, which keeps it light. Drop each market's daily team_performance_report (- KENYA / - NIGERIA / - SOUTH AFRICA) in that folder, then run REFRESH EVERYTHING (or APP ONLY) in the Freddy AI Report tool. That rebuilds the baked data for every market and deploys it for everyone — same flow as Top Chat Drivers.

Built for M-KOPA · runs in your browser, data stored in the app's shared database · green = at/above target, red = below.