> For the complete documentation index, see [llms.txt](https://help.novatalks.com.ua/en/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.novatalks.com.ua/en/get-started/reports/historical-reports/agent-overview-sum.md).

# Agent Overview Sum Report

**Agent Overview Sum** – report that displays an agent's key performance indicators by selected interval, team, and inbox.

## Filters

**General report filters** - allow you to select 1 or more possible values of a parameter from a list:

* **Interval -** filter by interval
* **Date/Time -** filter by time
* **Select Agents** - filter by agents
* **Select Teams** – filter by teams
* **Select Inboxes** – filter by inboxes

## Metrics

List of metrics available for display in the report:

<table><thead><tr><th width="216">Metric</th><th width="557">Description</th></tr></thead><tbody><tr><td>Date/Time</td><td>The start date and time of an interval</td></tr><tr><td>Agent</td><td>An agent name</td></tr><tr><td>Agent ID</td><td>An agent ID</td></tr><tr><td>Inbox</td><td>An inbox name</td></tr><tr><td>Inbox ID</td><td>An inbox ID</td></tr><tr><td>Team</td><td>A team name</td></tr><tr><td>Team ID</td><td>A team ID</td></tr><tr><td>Assigned</td><td>The number of dialogs that were assigned to an agent</td></tr><tr><td>Answered</td><td>Number of dialogs accepted by the agent</td></tr><tr><td>Handled</td><td>Number of dialogs processed by the agent</td></tr><tr><td>Not responded</td><td>Number of times the agent did not accept or reject the dialog</td></tr><tr><td>Transferred</td><td>Number of times the agent transferred the dialog to another agent/team</td></tr><tr><td>Outbound</td><td>Number of dialogs initiated by the agent</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">First responsed</a></td><td>The number of dialogs in which the first answer to a customer's question was from an agent.<br><br>The indicator is calculated only for incoming dialogs (i.e., if the agent initiated the dialog, the indicator will be empty).</td></tr><tr><td>Responsed</td><td>The number of dialogs in which an agent participated - wrote at least 1 message in a dialog</td></tr><tr><td>Resolved</td><td>The number of dialogs that were resolved and the last assignment in a dialog was to an agent</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">First response time</a></td><td>The sum of an agent's first response speed.<br><br>The first response speed of an agent is calculated as the time between the assignment of a dialog to an agent and the agent's first response. The indicator is calculated only for incoming dialogs (i.e., if the agent initiated the dialog, the indicator will be empty).</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg first response time</a></td><td>The average speed of an agent's first response.<br><br>The first response speed of an agent is calculated as the time between the assignment of a dialog to an agent and the agent's first response. The indicator is calculated only for incoming dialogs (i.e., if the agent initiated the dialog, the indicator will be empty).</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Response time</a></td><td>The sum of an agent's response speed.<br><br>The agent response speed is calculated as the time between pairs of agent-client messages.<br><br>The average speed is calculated as the sum of the time for each pair of agent-client messages divided by the number of such pairs.</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg response time</a></td><td>The average speed of an agent's response.<br><br><br>The agent response speed is calculated as the time between pairs of agent-client messages.<br><br>The average speed is calculated as the sum of the time for each pair of agent-client messages divided by the number of such pairs.</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Response num</a></td><td>The total amount of "customer message-agent response" pairs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg response num</a></td><td>The average number of "customer message-agent response" pairs per dialog</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Incoming messages to agent</a></td><td>The total number of incoming messages from a customer when this agent was assigned to a conversation</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg incoming messages to agent</a></td><td>The average number of incoming messages from a customer per 1 dialog when this agent was assigned to a conversation</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Outgoing messages agent</a></td><td>The total number of outgoing messages from an agent</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg outgoing messages agent</a></td><td>The average number of outgoing messages from an agent per 1 dialogue</td></tr><tr><td>Duration assignee agent</td><td>The total duration of dialogs when this agent was assigned to a conversation</td></tr><tr><td>Avg duration assignee agent</td><td>The average duration of a dialog when this agent was assigned to a conversation</td></tr><tr><td>Pending time</td><td>The total duration of the dialog in the pending status when this agent was assigned to it</td></tr><tr><td>Avg Pending time</td><td>The average duration of a dialog in the pending status when this agent was assigned to it</td></tr><tr><td>Pending #</td><td>The number of dialogs that have been pending at least once when this agent was assigned to it</td></tr><tr><td>Snoozed time</td><td>The total duration of the dialog in the snoozed status when this agent was assigned to it</td></tr><tr><td>Avg Snoozed time</td><td>The average duration of a dialog in the snoozed status when this agent was assigned to it</td></tr><tr><td>Snoozed #</td><td>The number of dialogs that have been snoozed at least once when this agent was assigned to it</td></tr><tr><td>Interacting time</td><td>The total duration of a dialog in the interacting sub-status when this agent was assigned to it</td></tr><tr><td>Avg Interacting time</td><td>The average duration of a dialog in the interacting substatus when this agent was assigned to it</td></tr><tr><td>Interacting #</td><td>The number of dialogs that have at least once switched to the interacting substate when this agent was assigned to it</td></tr><tr><td>Alerting time</td><td>The total duration of a dialog in the alerting substatus when this agent was assigned to it</td></tr><tr><td>Avg Alerting time</td><td>The average duration of a dialog in the alerting substatus when this agent was assigned to it</td></tr><tr><td>Alerting #</td><td>The number of dialogs that have ever switched to the alerting substatus when this agent was assigned to it</td></tr><tr><td>Acw time</td><td>Total duration of the dialog in the acw substatus when this agent was assigned to it</td></tr><tr><td>Avg Acw time</td><td>The average duration of a dialog in the acw substatus when this agent was assigned to it</td></tr><tr><td>Acw #</td><td>The number of dialogs that have ever been in the acw substatus when this agent was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Hold time</a></td><td>The total duration of a dialog in the hold substate when this agent was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Avg Hold time</a></td><td>The average duration of a dialog in the hold substate when this agent was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Hold #</a></td><td>The number of dialogs that have ever been in the hold substatus when this agent was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Dialing time</a></td><td>Total duration of the dialog in the dialing substatus when this agent was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Avg Dialing time</a></td><td>The average duration of a dialog in the dialing substate when this agent was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Dialing #</a></td><td>The number of dialogs that have at least once switched to the dialing substatus when this agent was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Contacting time</a></td><td>Total duration of the dialog in the contacting substatus when this agent was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Avg Contacting time</a></td><td>The average duration of a dialog in the contacting substatus when this agent was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Contacting #</a></td><td>The number of dialogs that have at least once moved to the contacting substatus when this agent was assigned to it</td></tr><tr><td>Handling time</td><td>The total duration of dialog processing by the agent (calculated as: (interacting time + hold time + dialing time + contacting time + acw time)</td></tr><tr><td>Avg Handling time</td><td>Average duration of dialog processing by an agent (calculated as: (interacting time + hold time + dialing time + contacting time + acw time)/n handled)</td></tr></tbody></table>

[^1]: Only for text inboxes

[^2]: Only for calls