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:
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, %
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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