Agent Chat Metrics Report

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

To generate an Agent Chat Metrics Report:

On the Reports tab, click New Report.
In the list of reports, choose the Agent Chat Metrics Report.
Enter the Report Name and Report Description.
Select a Time Period.
Select Data Filters.
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).
Click Create.
An instance of the Agent Chat Metrics Report is generated.
Click the Run icon next to the instance of the 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.
Click the PDF icon and generate the output of that report, as shown below.

Note: The red dot beside the report indicates that the report has been generated within the last 24 hours. You can download the report and save and view it in pdf format.

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

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

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

To generate an Agent Chat Metrics Report:

On the Reports tab, click New Report.
In the list of reports, choose the Agent Chat Metrics Report.
Enter the Report Name and Report Description.
Select a Time Period.
Select Data Filters.
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).
Click Create.
An instance of the Agent Chat Metrics Report is generated.
Click the Run icon next to the instance of the 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.
Click the PDF icon and generate the output of that report, as shown below.

Note: The red dot beside the report indicates that the report has been generated within the last 24 hours. You can download the report and save and view it in pdf format.

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

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