👥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:

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