👥Agent Overview Report
Agent Overview is a real-time report that displays an agent's key performance indicators for the current day.
Metrics
List of metrics available for display in the report:
| Metric | Group | Description |
|---|---|---|
Agent |
| An agent name |
Agent ID |
| An agent ID |
Snoozed | Live dialogs | The number of dialogs assigned to an agent with the status Snoozed |
Resolved | Live dialogs | The number of dialogs assigned to an agent with the status Resolved |
Open | Live dialogs | The number of dialogs assigned to an agent with the status Open |
Pending | Live dialogs | The number of dialogs assigned to an agent with the status Pending |
Interacting | Live dialogs | The number of dialogs assigned to an agent with substatus Interacting |
Alerting | Live dialogs | The number of dialogs assigned to an agent with substatus Alerting |
ACW | Live dialogs | The number of dialogs assigned to an agent with substatus ACW |
Hold | Live dialogs | The number of dialogs assigned to an agent with substatus Hold |
Live dialogs | The number of dialogs assigned to an agent with substatus Dialing | |
Live dialogs | The number of dialogs assigned to an agent with substatus Contacting | |
Assigned |
| Number of assigned dialogs per 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 |
Avg first response time | For text inboxes | Average speed of the first agent response. The agent's first response speed 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). |
Avg response time | For text inboxes | Average operator response time. 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- customer messages divided by the number of such pairs. |
Avg response num | For text inboxes | The average number of "customer message-agent response" pairs per dialog |
Avg incoming messages to agent | For text inboxes | The average number of incoming messages from a customer per 1 dialog when this agent was assigned to a conversation |
Avg outgoing messages agent | For text inboxes | The average number of outgoing messages from an agent per 1 dialogue |
Avg dialog duration on agent |
| The average duration of a dialog when this agent was assigned to a conversation |
Avg csat, % |
| The average CSAT score in % |
Total csat responses |
| The total number of CSAT responses from customers for this agent |
Utilization, % |
| Current utilization for this agent. The indicator is calculated as the sum of the Utilization for all open dialogs assigned to the agent (for more details, see Dialogue Utilization and Agent Utilization Calculation). The indicator is calculated only if the agent is in the Online status. |
Avg Pending time |
| The average duration of dialogs in the pending status (on the chatbot) when this agent was assigned to it |
Avg Snoozed time |
| The average duration of dialogs in the snoozed status when this agent was assigned to it |
Avg Interacting time |
| Average duration of dialogs in the interacting substatus when this agent was assigned to it |
Avg Alerting time |
| The average duration of dialogs in the alerting substatus when this agent was assigned to it |
Avg Acw time |
| Average duration of dialogs in the acw substatus when this agent was assigned to it |
Avg Hold time |
| Average duration of dialogs in the hold substatus when this agent was assigned to it |
Avg Dialing time |
| Average duration of dialogs in the dialing substatus when this agent was assigned to it |
Avg Contacting time |
| Average duration of dialogs in the contacting substatus when this agent was assigned to it |
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 |
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