👥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