Chat Agent Performance Report

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info

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SnoFieldDescriptionComments
1DateThe seelcted date
2NameName of the agent
3EmailEmail of the agent
4GroupName of the group to which the agent belongsN/A if no group is specified for the agent
5AgentId-UID for agents.For Internal purpose
6Active Ticket countThe total number of tickets that is active / yet to be resolved that day. It also includes tickets that are unresolved from the previous day
7Resolved TicketThe total number of tickets resolved by the agent that day
8Avg. First Response Time (hh:mm:ss)The average first response time of all the tickets the agent has encountered that day00:00:00 is the default timing
9Avg. Handling Time (hh:mm:ss)The average handling time of all the tickets the agent has encountered that day00:00:00 is the default timing
10Avg. Response Time (hh:mm:ss)The average response time for all the messages in each ticket the agent has encountered that day00:00:00 is the default timing
11Average Agent RatingThe average feedback rating the agent has received for all the tickets that dayThis is part of the agent feedback setting. Scale is from 1 - 5
12Agent Rating Count (filled)The total count of ratings the agent has received from all the tickets that he has resolvedThis is part of the agent feedback setting
13Total Thumbs Up--
14Total Thumbs Down--
15Tickets CSAT (Solved)Number of people who click on the Solved button for the "Did we resolve your case?" questionThis is part of the chat feedback setting
16Tickets CSAT (Unsolved)Number of people who click on the Unsolved button for the "Did we resolve your case?" questionThis is part of the chat feedback setting
17% Ticket SolvedTotal Solved / (Total Solved + Unsolved) * 100
18Agent Online Duration (hh:mm:ss)The total time the agent has set the status to AVAILABLE that day
19Agent Busy (hh:mm:ss)The total time the agent has set the status to BUSY that day
20Agent Away (hh:mm:ss)The total time the agent has set the status to AWAY that day
21Total Agent Availability (hh:mm:ss)AVAILABE time + BUSY time = Total Agent Availability
22Start Login TimeThe first login time of the agent
23Last login timeThe last login time of the agent, if there are multiple logins in the day
24Total login countThe total number of times the agent has logged in the account in that day
25First logout timeThe first logout time of the agent
26Last logout timeThe last logout time of the agent, if there are multiple logouts in the day
27Total logout countThe total number of times the agent has logged out of the account in that day