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Agent Chat Metrics Report

Generating the Agent Chat Metrics Report

The Agent Chat Metrics Report is a daily summary of agent performance metrics that are particularly relevant to chat conversations.

Steps to generate the Agent Chat Metrics Report:

  1. On the Reports tab, click New Report.
  2. In the list of reports, choose the Agent Chat Metrics Report.
  3. Enter the Report Name and Report Description.
  4. Select a Time Period.
  5. Select Data Filters.
  6. Select Report Generation and choose from the following options:
    • Schedule
      • Run On Demand
      • Schedule
    • Select Format
      • PDF
      • CSV
    • Send To (single email address or a mailing list).
  7. Click Create.

  8. The Agent Chat Metrics Report is generated. Agent Chat Metrics Report Created

  9. Click the Run icon next to the instance of the report. Run Agent Chat Metrics Report

While generating reports you have two options, Run On Demand and Schedule.

Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.

Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later then it will automatically be generated on the scheduled day and time without the need to click Run.

  1. Click the PDF/Page icon and generate the output of that report, as shown below. Agent Chat Metrics Report PDF

    Note

    The red dot beside the report indicates that it was generated within the last 24 hours. You can download, save, and view the report in PDF format.

The Agent Chat Metrics Report is generated and is available for download. Agent Chat Metrics Report Output

About Report Fields

FIELD DESCRIPTION EXAMPLE WEEKLY SUMMARY MONTHLY SUMMARY
Date Date for which metrics are being consolidated. “01/31/2023” Not Applicable (NA) Not Applicable (NA)
Incoming All conversations that were offered to this agent. NNN (345) SUM SUM
Accepted All accepted conversations by this agent. NNN (345) SUM SUM
Abandoned All abandoned conversations by callers while interacting with this agent. NNN (345) SUM SUM
Transferred The number of conversations that were transferred by this Agent. NNN (345) SUM SUM
Average Duration Average Duration of conversations, while interacting with this agent. “NN:NN:NN” (00:00:11) AVG AVG
FRT Average First Response Time – from the time the agent accepts a conversation to the time the Agent makes their first response to the end user. “NN:NN:NN” (00:00:11) AVG AVG
Average Response Time Average of Response Time – Latency in each response between this agent and the external user. “NN:NN:NN” (00:00:11) AVG AVG
Average ACW Average of After Contact Work that this agent performed for all conversations. “NN:NN:NN” (00:00:11) AVG AVG
Average CSAT Average Customer Satisfaction score (between 1 to 5). N.NN (3.28) AVG AVG