Back to Reports List The Agent Chat Metrics Report is a daily summary of agent performance metrics particularly relevant to chat conversations.Documentation Index
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Generate and Manage the Report
Refer to Creating a New Report for instructions on generating this report. Refer to Manage Reports for instructions on managing this report. The report is available for download. Agent Chat Metrics Report Output
Report Fields
| Field | Description | Example | Weekly Summary | Monthly Summary |
|---|---|---|---|---|
Date | Date for which metrics are consolidated. | 01/31/2023 | NA | NA |
Incoming | All conversations offered to this agent. | 345 | SUM | SUM |
Accepted | All conversations accepted by this agent. | 345 | SUM | SUM |
Abandoned | All conversations abandoned by callers while interacting with this agent. | 345 | SUM | SUM |
Transferred | Number of conversations transferred by this agent. | 345 | SUM | SUM |
Average Duration | Average duration of conversations while interacting with this agent. | 00:00:11 | AVG | AVG |
FRT | Average First Response Time—from the time the agent accepts a conversation to their first response to the end user. | 00:00:11 | AVG | AVG |
Average Response Time | Average latency in each response between this agent and the external user. | 00:00:11 | AVG | AVG |
Average ACW | Average After Contact Work time performed by this agent across all conversations. | 00:00:11 | AVG | AVG |
Average CSAT | Average Customer Satisfaction score (1-5). | 3.28 | AVG | AVG |