Chat Agent Performance Report
Learn how to generate Chat agent performance report here.
info
Only an admin can download the reports.
| Sno | Field | Description | Comments |
|---|---|---|---|
| 1 | Date | The selected date | |
| 2 | Name | Name of the agent | |
| 3 | Email of the agent | ||
| 4 | Group | Name of the group to which the agent belongs | N/A if no group is specified for the agent |
| 5 | Agent ID | UID for agents (for internal purposes | |
| 6 | Active Ticket Count | The total number of active or unresolved tickets for the day | Includes unresolved tickets from the previous day |
| 7 | Resolved Ticket Count | The total number of tickets resolved by the agent for the day | |
| 8 | Avg. First Response Time | The average time taken for the agent's first response on all encountered tickets Default timing is 00:00:00 | |
| 9 | Avg. Handling Time | The average time taken to handle each ticket encountered by the agent for the day | Default timing is 00:00:00 |
| 10 | Avg. Response Time | The average time taken to respond to messages within each ticket for the day | Default timing is 00:00:00 |
| 11 | Average Agent Rating | The average feedback rating received by the agent for all tickets for the day | Ratings scale is from 1 to 5 |
| 12 | Agent Rating Count (Filled) | The total count of ratings received by the agent for resolved tickets | |
| 13 | Total Thumbs Up | ||
| 14 | Total Thumbs Down | ||
| 15 | Tickets CSAT (Solved) | Number of people who clicked the "Solved" button for the "Did we resolve your case?" question | Part of the chat feedback setting |
| 16 | Tickets CSAT (Unsolved) | Number of people who clicked the "Unsolved" button for the "Did we resolve your case?" question | Part of the chat feedback setting |
| 17 | % Ticket Solved | Percentage of tickets solved out of total solved and unsolved tickets for the day | |
| 18 | Agent Online Duration | The total time the agent set the status to "Available" for the day | |
| 19 | Agent Busy Duration | The total time the agent set the status to "Busy" for the day | |
| 20 | Agent Away Duration | The total time the agent set the status to "Away" for the day | |
| 21 | Total Agent Availability | Total agent availability time, calculated as the sum of "Available" and "Busy" durations | |
| 22 | Start Login Time | The first login time of the agent | |
| 23 | Last Login Time | The last login time of the agent if there were multiple logins in the day | |
| 24 | Total Login Count | The total number of times the agent logged into the account for the day | |
| 25 | First Logout Time | The first logout time of the agent | |
| 26 | Last Logout Time | The last logout time of the agent if there were multiple logouts in the day | |
| 27 | Total Logout Count | The total number of times the agent logged out of the account for the day |