Agent Report

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. Click on the Create new Report button.

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 received 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 received 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 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 duration, expressed in hh:mm:ss format, of the total response time 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 chat assignment and its resolution or transfer. The Avg Handling Time refers to the average value, in milliseconds, of the Handling Time for all the chats an agent has engaged in.

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 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.