# 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


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.novatalks.com.ua/en/get-started/reports/historical-reports/agent-overview-sum.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.