# 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:

<table><thead><tr><th width="146">Metric</th><th width="156">Group</th><th width="274">Description</th></tr></thead><tbody><tr><td>Agent</td><td> </td><td>An agent name</td></tr><tr><td>Agent ID</td><td> </td><td>An agent ID</td></tr><tr><td>Snoozed</td><td>Live dialogs </td><td>The number of dialogs assigned to an agent with the status Snoozed </td></tr><tr><td>Resolved</td><td>Live dialogs </td><td>The number of dialogs assigned to an agent with the status Resolved</td></tr><tr><td>Open</td><td>Live dialogs </td><td>The number of dialogs assigned to an agent with the status Open</td></tr><tr><td>Pending</td><td>Live dialogs </td><td>The number of dialogs assigned to an agent with the status Pending</td></tr><tr><td>Interacting</td><td>Live dialogs </td><td>The number of dialogs assigned to an agent with substatus Interacting</td></tr><tr><td>Alerting</td><td>Live dialogs </td><td>The number of dialogs assigned to an agent with substatus Alerting</td></tr><tr><td>ACW</td><td>Live dialogs </td><td>The number of dialogs assigned to an agent with substatus ACW</td></tr><tr><td>Hold</td><td>Live dialogs </td><td>The number of dialogs assigned to an agent with substatus Hold</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Dialing</a></td><td>Live dialogs </td><td>The number of dialogs assigned to an agent with substatus Dialing</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Contacting</a></td><td>Live dialogs </td><td>The number of dialogs assigned to an agent with substatus Contacting</td></tr><tr><td>Assigned</td><td> </td><td>Number of assigned dialogs per agent</td></tr><tr><td>Answered</td><td> </td><td>Number of dialogs accepted by the agent</td></tr><tr><td>Handled</td><td> </td><td>Number of dialogs processed by the agent</td></tr><tr><td>Not responded</td><td> </td><td>Number of times the agent did not accept or reject the dialog</td></tr><tr><td>Transferred</td><td> </td><td>Number of times the agent transferred the dialog to another agent/team</td></tr><tr><td>Outbound</td><td> </td><td>Number of dialogs initiated by the agent</td></tr><tr><td>Avg first response time</td><td>For text inboxes</td><td>Average speed of the first agent response.<br>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).</td></tr><tr><td>Avg response time</td><td>For text inboxes</td><td>Average operator response time.<br>The agent response speed is calculated as the time between pairs of agent-client messages.<br>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.</td></tr><tr><td>Avg response num</td><td>For text inboxes</td><td>The average number of "customer message-agent response" pairs per dialog</td></tr><tr><td>Avg incoming messages to agent</td><td>For text inboxes</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>Avg outgoing messages agent</td><td>For text inboxes</td><td>The average number of outgoing messages from an agent per 1 dialogue</td></tr><tr><td>Avg dialog duration on agent</td><td> </td><td>The average duration of a dialog when this agent was assigned to a conversation</td></tr><tr><td>Avg csat, %</td><td> </td><td>The average CSAT score in %</td></tr><tr><td>Total csat responses</td><td> </td><td>The total number of CSAT responses from customers for this agent</td></tr><tr><td>Utilization, %</td><td> </td><td>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 <a href="../../faq/utilization">Dialogue Utilization and Agent Utilization Calculation</a>).<br>The indicator is calculated only if the agent is in the Online status.</td></tr><tr><td>Avg Pending time</td><td> </td><td>The average duration of dialogs in the pending status (on the chatbot) when this agent was assigned to it</td></tr><tr><td>Avg Snoozed time</td><td> </td><td>The average duration of dialogs in the snoozed status when this agent was assigned to it</td></tr><tr><td>Avg Interacting time</td><td> </td><td>Average duration of dialogs in the interacting substatus when this agent was assigned to it</td></tr><tr><td>Avg Alerting time</td><td> </td><td>The average duration of dialogs in the alerting substatus when this agent was assigned to it</td></tr><tr><td>Avg Acw time</td><td> </td><td>Average duration of dialogs in the acw substatus when this agent was assigned to it</td></tr><tr><td>Avg Hold time</td><td> </td><td>Average duration of dialogs in the hold substatus when this agent was assigned to it</td></tr><tr><td>Avg Dialing time</td><td> </td><td>Average duration of dialogs in the dialing substatus when this agent was assigned to it</td></tr><tr><td>Avg Contacting time</td><td> </td><td>Average duration of dialogs in the contacting substatus when this agent was assigned to it</td></tr><tr><td>Avg Handling time</td><td> </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 calls