Agent Chat Summary and Details

Description

This report shows the details about all chats that an agent has been assigned that have occurred within the specified date range as well as a summarized verison.  This report shows the Chat Details and Response Time for each Agent.

Preview

Summary

Agent_Chat_Summary.png

Details

Agent_Chat_Details.png

Filters

Name

Type

Required

Description

Start Date Date Yes The start date range of when the chat was created.
End Date Date Yes The end date range of when the chat was created.
View By (Summary Report) String No Change the Summary view to show by Totals or Averages.
Chat Ended By Single Select No Choose to view based upon who ended the Chat (All, agent, guest, system).
Is Primary Agent Single Select No Choose to view only agents that dispositioned the chat.
Conversation Result Single Select No The type of result that occurred from the dispositioned conversation.
Agents Multi Select No

The name of the Agent on the Chat.

Teams Multi Select No

The name of the Team associated with the Agent on the Chat.


Data Dictionary
 

Summary

Column Name Data Type Description Example
Primary Agent String The name of the agent who dispositioned the Chat. Admin User
Totals Chats Number The total number of chats dispositioned by the Primary Agent. 10
Chat Duration Duration The total duration of the Chat in seconds. 4:54
Agent Duration Duration The total length in time this particular Agent was on the Chat. 4:54
Wrap Up Duration Duration The total duration of wrap-up time associated with the Chat. 13 sec.
Agent Messages Number The total number of messages that were sent in the chat by the Agent. 5
Total Agent Response Time  Duration  The total amount of time it took for the Agent to respond throughout the chat.   1:01
Average Agent First Response Duration The average amount of time it took for the Agent to write their first response back to a Guest. 8 sec.
Avg Time To Agent Response Duration The average amount of time it took for the Agent to Respond. 4 sec.
Avg Time Between Response Duration The average amount of time it took for the Agent to respond back to a message from the Guest throughout the full chat. 1:02

 

Details

Column Name Data Type Description Example
Chat ID Number The Chat ID - linked to the Chat Information Page. 10000
Joined At Date/Time The date and time that the chat was joined by the Agent. Mar 6, 2018 3:04:06 PM
Is Primary Agent String Yes or No to show if the Chat was dispositioned by the selected Agent. yes
Ended By String Lists who the chat was ended by (guest, agent, system). agent
Result String The end result type of a dispositioned chat. Existing Reservation
Chat Duration Duration The total duration of the Chat in seconds. 4:54
Agent Duration Duration The total length in time this particular Agent was on the Chat. 4:54
Wrap Up Duration Duration The total duration of wrap-up time associated with the Chat. 13 sec.
Agent Messages Number The total number of messages that were sent in the chat by the Agent. 5
Agent First Response Duration The total amount of time it took for the Agent to write their first response back to a Guest. 8 sec.
Avg Time To Agent Response Duration The average amount of time it took for the Agent to Respond. 4 sec.
Avg Time Between Response Duration The average amount of time it took for the Agent to respond back to a message from the Guest throughout the full chat. 1:02
Total Agent Response Time  Duration The total amount of time it took for the Agent to respond throughout the chat. 1:01

  

Frequently Asked Questions

This is a live document and will be populated once we receive questions pertaining to this report.

Related Links

Bug tickets, updates, and other related articles will be posted here.

 

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