How to schedule and download the Agent report?
1. Navigate to Settings > Chat > Reports
2. Click on the New Report button in the top right corner
3. Add the report name. Make sure it’s easy to remember and reflects the report information
4. Select report type as Outreach Report
5. Set how frequently you want to receive the report. You can select from
- Monthly: From the 1st of a month to the 30th or 31st of the month
- Weekly: From Tuesday of every week to the Monday of next week
- Daily: From 00:00 AM to 23:59 PM of a day
- Ad hoc: You can select a custom range which spans a maximum of 3 months
Note: You can create only 6 ad-hoc reports simultaneously. .If the 7 reports are to be scheduled, wait till any one of the previous reports is delivered.
And scheduled reports like monthly and daily will be merged with the older report name. To avoid duplication, we will not create a duplicate report. Instead, you can simply revisit your existing reports and add new recipients as needed.
6. Add the email addresses you want to send the master report. Separate the email ID with a comma.
7. Click on the Create new Report button.
8. Your newly created report will show up in the list below
9. For each report, you have to option to edit, delete or view the report.
10. To download a report, click on the eye icon to view a list of historical reports.
Click on Download. A CSV format file will be downloaded.
For calculating Chat Counts
Various conversation scenarios are tracked at the backend, and when specific events within these scenarios are triggered, they are assigned a value of 1 in the corresponding KPI columns. For instance, in the conversation scenario depicted below, each event that occurs during the conversation is recorded in the rows, and the associated KPIs are indicated in the columns. When an event such as chat start or bot reply occurs, the corresponding column is marked, and these values are aggregated in the final calculation.
ChatsAssigned
The metric represents the cumulative count of chats that were either initially assigned to or subsequently transferred to the specific agent for the duration of the report.
Example: If a report is generated from March 1 to March 20 and the #handled chats column has a value of 230 against the agent’s name, this means that the agent was a part of 230 chats within 20 days.
ChatsTransferred
This metric represents the cumulative count of chats initially assigned to the agent but subsequently transferred to another agent for resolution.
For instance, if a report is generated covering the period from March 1 to March 20 and the “# chats transferred” column displays a value of 17 for a specific Agent, it signifies that the Agent transferred 17 chats out of the total chats they were assigned during the 20-day duration.
ChatsResolved
This metric represents the cumulative count of chats that were assigned to the agent and successfully resolved by them.
Example: If a report is generated from March 1 to March 20 and the #resolved by agents column has a value of 190 against the Agent name, this means that the Agent resolved 190 chats out of all the chats they were assigned within 20 days.
Note: Only the agent who successfully closes the chat and resolves it will receive credit for the resolved count, while other stakeholders or agents involved in the same chat will not be credited for resolving it.
AverageCSAT
The CSAT rating average, also known as the mean value, indicates the average rating received by the Agent based on customer satisfaction surveys. This metric is calculated by summing up all the individual CSAT ratings received and dividing it by the total number of ratings.
For example, if an Agent receives CSAT ratings of 4, 5, and 3 from three customers, the average CSAT rating would be (4+5+3) / 3 = 4.
The CSAT rating average provides insights into the overall level of customer satisfaction achieved by the Agent, helping gauge their performance in delivering a satisfactory customer experience
MedianCSAT
The median CSAT represents the middle value of all the individual CSAT ratings received by the Agent. To calculate the median, the CSAT ratings are arranged in ascending order, and the middle value is selected. If there is an odd number of ratings, the median is the exact middle value. However, if there is an even number of ratings, the median is the average of the two middle values.
For example, if an Agent receives CSAT ratings of 4, 5, 3, 4, and 2, the ratings would be arranged in ascending order as 2, 3, 4, 4, 5. In this case, the median CSAT rating would be 4, as it represents the middle value.
The CSAT rating median provides a measure of the Agent’s performance based on the central tendency of the customer satisfaction ratings, allowing for a better understanding of their overall customer satisfaction levels.
For Calculating Different Chat Duration
Different conversation scenarios are monitored in the backend, and when a particular event takes place, a true value is assigned to the corresponding metric/KPI listed in the columns. The time duration between two consecutive true events represents the final value for that specific KPI.
For instance, consider the scenario shown below. In Scenario 1, a conversation begins at 12:00:00, resulting in true values assigned to the associated KPIs in the columns. Subsequently, when the bot responds at 12:01:00, a true value is assigned to the relevant KPI, such as FRT (First Response Time). The time elapsed between these two events determines the final value of the KPI. In this example, the FRT is 00:01:00.
AverageFirstResponseTime
The average first response time represents the average duration, expressed in hh:mm:ss format, of the initial response provided by an agent since the chat got assigned across all the chats they were assigned.
For example, if an agent handled three chats with respective first response times of 1000, 2000, and 10500 milliseconds, the average first response time would be calculated by summing up all the response times and dividing the total by the count of response times.
MedianFirstResponseTime
The median first response time represents the middle value, expressed in hh:mm:ss format, of the initial response times provided by an agent across all the chats they were assigned.
For instance, if an agent handled five chats with first response times of 1000, 2050, 1500, 2500, and 30000 seconds, the median first response time would be determined by arranging the response times in ascending or descending order and identifying the middle value. In this case, the median first response time would be 2050 milliseconds.
AverageResponseTime
The average response time represents the average response time per chat, expressed in hh:mm:ss format, it is the average of the all response times across all the chats assigned to an agent.
For example, if an agent handled three chats with respective total response times of 900, 880, and 2000 milliseconds, the average response time would be calculated by summing up all the response times and dividing the total by the count of response times.
MedianResponseTime
The median response time represents the middle value, expressed in hh:mm:ss format, of the total response times across all the chats assigned to an agent.
For instance, if an agent handled five chats with total response times of 1000, 1200, 15000, 2000, and 30000 seconds, the median response time would be determined by arranging the total response times in ascending or descending order and identifying the middle value.
AverageHandlingTime
The Avg Handling Time refers to the average value, in milliseconds, of the Handling Time for all the chats an agent has engaged in. The duration for which a chat was assigned to an agent refers to handling time of an agent per chat.
For example, if an agent handles five chats, with four of them being resolved and one transferred to another agent, and the handling times for each chat are 1000, 2000, 1500, 2200, and 500 milliseconds respectively, the avg Handling Time would be calculated by summing up all the Handling Times and dividing the total by the count of handling times.
MedianHandlingTime
Handling Time for a chat represents the duration, expressed in hh:mm:ss format, between the chat assignment and its resolution or transfer. The Median Handling Time refers to the middle value, in milliseconds, of the Handling Time for all the chats an agent has engaged in.
For example, if an agent handles three chats, with two of them being resolved and one transferred to another agent, and the handling times for each chat are 1200, 1500, and 1700 milliseconds respectively, the Median Handling Time would be determined by arranging the Handling Times in ascending or descending order and identifying the middle value.
Available For Chat
This metric represents the aggregated agent’s availability time to handle incoming chats.
For example, Agent Smith is logged into the chat platform and has set their availability status to “Available for Chat.” Until they set their status for not being available for chat, taking a break, or logging out. All the time, their status stays available will be accounted for here.
Not Available For Chat
All the time before logging out for the day, the agent was in any form of break, will be aggregated here.
Logged Out
Their logged off hours for the duration of the report is reported here.
Effective Handling Time
Effective Handling Time refers to the actual duration an agent spends actively engaged in handling a chat, excluding any non-productive time or breaks, wait times etc taken during the chat. It measures the efficiency of an agent’s chat handling process.
Example: Agent Brown is assigned a chat at 10:00 AM and resolves it at 10:05 AM. However, during the chat, they took a 2-minute break to retrieve additional information. The effective handling time for this chat would be 3 minutes (10:00 AM to 10:03 AM), excluding the break duration.
Lunch break
Duration of time agent spends taking lunch breaks.
Taking Pet for a walk
Duration of time agent has switched on the status “taking pet for a walk” break.
Toilet break
Duration of time agent has switched on the status “toilet break.”
TownHall
The time agent has switched on the status “Townhall break.”
Weekly Standup
Duration of the time agent has switched on the status “weekly standup.”
Biweekly Syncup
Duration of the time agent has switched on the status “biweekly standup.”
Daily Standup
Duration of the time agent has switched on the status “daily standup.”
Concurrency of an Agent
Concurrency provides insight into the average number of simultaneous interactions managed by each agent. This metric is instrumental in evaluating the effectiveness of agents in handling concurrent chat engagements.
Concurrency= (Total handling time)/(total available time)
Example:
- agent was accepting chats AUX btw 10:00 AM and 11:00 AM.
- available time = 60 mins
- Chat 1 with agent 1 – handling time of 10 mins
- 10:00 -10:10 AM
- Active state = 7 mins
- WOU state: 2 mins
- WOM state: 1 min
- Chat 2 with agent 2 – handling time of 5 mins
- 10:00-10:05 AM
- Chat 3 with agent 1 – handling time of 2 mins
- 10:30-10:32 AM
- Chat 4 with agent 1 – handling time of 3 mins
- 10:07-10:10 AM
Concurrency would be = ((10+5+2+3)/60) =1/3= 0.67
Occupancy Rate
Agent occupancy is a crucial metric within any contact centre, indicating the level of activity among your contact centre agents. Occupancy rate signifies the proportion of time agents dedicate to engaging directly with customers.
Occupancy Rate =(Engaged time)*100/(Available time).
- Engaged Time = Time spent by an agent having at least 1 chat assigned to them.
- Available Time = Total time an agent is accepting chats.
Example:
Agent was accepting chats AUX btw 10:00 AM and 11:00 AM.
available time = 60 mins
- Chat 1 with agent 1 – handling time of 10 mins
- 10:00 -10:10 AM
- Active state = 7 mins
- WOU state: 2 mins
- WOM state: 1 min
- Chat 2 with agent 2 – handling time of 5 mins
- 10:00-10:05 AM
- Chat 3 with agent 1 – handling time of 2 mins
- 10:30-10:32 AM
- Chat 4 with agent 1 – handling time of 3 mins
- 10:07-10:10 AM
Occupancy would be = ((10+2*100)/60) =1/5= 20%
Department Assigned Column
The “Department Assigned” column gives you the ability to review agent performance metrics segmented by the departments to which they are assigned.
This column is designed to improve:
User Engagement: User Engagement: “Department Assigned” column, offers granular visibility into agent performance across various departments. This equips you with intricate data, enabling more informed decision-making and thorough analysis of agent performance metrics at a department level as well. By providing detailed insights, it empowers both Agents and Managers to deliver a heightened engagement experience, fostering positive interactions with users.
Efficiency Enhancement: Streamlined analysis process resulting in reduced time expended by users when evaluating agent performance within designated departments.
User Satisfaction: With detailed data on agents’ performance department-wise, Managers can view relevant feedback related to a department’s specific role and responsibility enabling them to provide better feedback for improving Agent’s performance, improving the department’s SOPs, and thereby improving overall CSAT eventually.
Metrics specific to departments are computed based on the activities occurring during chats assigned to the respective agent and tagged within a department name.
Example:
Agent A handles a chat initially in Department A, then transfers it to Department B and closes it while the chat is still assigned in Department B.
Metrics Calculations:
- Chats Assigned:
- Overall: 1 (Agent A handles one chat in total).
- – Dept A: 1 (Agent A handles one chat in Department A).
- – Dept B: 1 (Agent A handles one chat in Department B).
- Chats Transferred:
- Overall: 1 (Agent A transfers one chat).
- – Dept A: 1 (Agent A transfers one chat from Department A).
- – Dept B: 0 (No chats transferred by Agent A in Department B).
- Chats Resolved:
- Overall: 1 (Agent A resolves one chat).
- – Dept A: 0 (Agent A does not resolve any chats in Department A).
- – Dept B: 1 (Agent A resolves one chat in Department B).
- Average CSAT (Customer Satisfaction Score):
- Overall: 5 (Average CSAT score for the resolved chat).
- – Dept A: 0 (No chats resolved in Department A).
- – Dept B: 5 (CSAT score for the resolved chat in Department B).
- Average First Response Time:
- Overall: 1.5 sec (Average first response time for all chats).
- – Dept A: 1 sec (First response time for the chat in Department A).
- – Dept B: 2 sec (First response time for the chat in Department B).
- Average Response Time:
- Overall: 1.5 sec (Average response time for all messages).
- – Dept A: 1 sec (Response time for the chat in Department A).
- – Dept B: 2 sec (Response time for the chat in Department B).
- Average Handling Time:
- Overall: 3.5 min (Average handling time for the chat).
- – Dept A: 5 min (Handling time for the chat in Department A).
- – Dept B: 2 min (Handling time for the chat in Department B).
- Effective Handling Time:
- Overall: 4 min (Total time spent effectively handling chats).
- – Dept A: 2 min (Effective handling time for the chat in Department A).
- – Dept B: 2 min (Effective handling time for the chat in Department B).
- Concurrency:
- Overall: 1 (Number of simultaneous tasks managed by Agent A).
- – Dept A: 1 (Number of simultaneous tasks managed by Agent A in Department A).
- – Dept B: 1 (Number of simultaneous tasks managed by Agent A in Department B).
- Occupancy Rate:
- Overall: 70% (Percentage of time actively handling chats).
- – Dept A: 50% (Percentage of time actively handling chats in Department A).
- – Dept B: 20% (Percentage of time actively handling chats in Department B).
These calculations provide insights into Agent A’s performance across different departments, aiding in decision-making and resource allocation.
