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Agent Report

Verloop.io allows Admins to download agents’ report that includes all relevant metrics and attributes; The reports allow you to get a deeper insight into agent performances.

How to schedule and download the agent report?

  1. Navigate to Settings > Chat > Reports
  1. Click on the New Report button in the top right corner
  1. Add report name. Make sure it’s easy to remember and reflects the report information 
  2. Select report type as Agent Report
  3. Set how frequently you want to receive the report. You can select from
    1. Monthly: From the 1st of a month to the 30th or 31st of the month
    2. Weekly: From Tuesday of every week to the Monday of next week
    3. Daily: From 00:00 AM to 23:59 PM of a day
    4. Ad hoc: You can select a custom range which spans a maximum of 3 months
  1. Add the email addresses you want to send the master report. Separate the email ID with a comma. 
  2. For webhook URL- You can place the API endpoint URL on the given field so that these reports will be directly fetched at your destination. It can be either CRM or any other tool where you want this data to be fetched.
  1. Click on the Create new Report button. 
  2. Your newly created report will show up in the list below
  3. For each report, you have to option to edit, delete or view the report. 
  1. 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. 

Headers in Agent Report

Name 

  • The name column displays the name or email address of the agents.

# chats assigned

  • It is the total number of chats assigned to the agent for the duration of the report.
  • Example: If a report is generated from March 1 to March 20 and the # chats assigned column has a value of 200 against the Agent name, this means that 200 chats have been assigned to the Agent within 20 days.

# chats transferred

  • It is the total number of chats assigned to the agent but transferred to another agent.
  • Example: If a report is generated from March 1 to March 20 and the # chats transferred column has a value of 17 against the Agent name, this means that the Agent transferred 17 chats out of all the chats they received within 20 days.

# chats resolved

  • It is the total number of chats assigned to the agent, which they resolved successfully.
  • Example: If a report is generated from March 1 to March 20 and the # chats resolved successfully 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.
  • Chats resolved will be credited only to the last person to close the chat who actually resolved, all the remaining stakeholders/agents in the same chat will get no credit in resolving the count.

# chats handled

  • It is the total number of chats that were either directly assigned to or transferred from another agent to the Agent.
  • Example: If a report is generated from March 1 to March 20 and the # chats handled column has a value of 230 against the Agent name, this means that the Agent was a part of 230 chats within 20 days.

# average CSAT

  • It is the average or the mean value of all the CSAT ratings received by the Agent.

# Median CSAT

  • It is the median value of all the CSAT ratings received by the Agent.

Average first response time

  • Avg first response time is the average value of first response time in hh:mm:ss of all the chats an agent was assigned.
  • Example: If an agent was assigned 3 chats and the first response time was 1000, 2000 and 10500 milliseconds, then the Avg first response time will be the sum of all response times divided by the count of response times.

Median first response time 

  • Median first response time is the median value of first response time in hh:mm:ss of all the chats an agent was assigned.
  • Example: If an agent was assigned 5 chats and the first response time was 1000, 2050,1500, 2500 and 30000 seconds, then the Median first response time would be the mid value of all the first response times arranged in ascending or descending order. i.e 2050 milliseconds.

Average response time

  • Average response time is the average value of Total response time in hh:mm:ss of all the chats an agent was assigned.
  • Example: If an agent was assigned 3 chats and the Total response time was 900, 880 and 2000 milliseconds, then the Average response time will be the sum of all response times divided by the count of response time.

Median response time

  • Median response time is the median value of Total response time in hh:mm:ss of all the chats an agent was assigned.
  • Example: If an agent was assigned 5 chats and the Total response time was 1000, 1200, 15000, 2000 and 30000 seconds, then the Median response time would be the mid value of all the Total response times arranged in ascending or descending order. 

Average Handling Time

  • Handling Time for a chat is the timespan in hh:mm:ss of difference between the chat assignment and chat resolved/ transferred.
  • Avg Handling Time is the average value of Handling Time in milliseconds for all the chats an agent has engaged in.
  • Example: If the agent handles 5 chats, 4 of which have been resolved and 1 has been transferred to another agent, and the handling time for each of them is 1000, 2000, 1500, 2200 and 500 milliseconds respectively. Then, the Avg Handling Time will be the sum of all Handling Times divided by the count of handling times.

Median Handling Time

  • Handling Time for a chat is the timespan in hh:mm:ss of difference between the chat assignment and chat resolved/ transferred.
  • Median Handling Time is the median value of Handling Time in milliseconds for all the chats an agent has engaged in.
  • Example: If the agent handles 3 chats, 2 of which have been resolved and 1 has been transferred to another agent, and the handling time for each of them is 1200, 1500 and 1700 milliseconds respectively. Then, the Median Handling Time will be the mid value of all Handling Times arranged in ascending or descending order.

Available for Chat

  • The agent is online and ready to take chats. 

Not Available for Chat

  • The agent is online but the accepting chats toggle is off. 

Logged Out

  • The agent has logged out from the dashboard. 

Effective Handling Time

  • Open  + Queue Time ( This does not include Waiting on me + waiting on user )

Weekly Standup

  • User can mark if they are attending the weekly standup and keep the chat accepting toggle off so that all the other members can know the exact reason of not accepting the chats on a working hour.

Biweekly Syncup

  • User can mark if they are attending the bi- weekly standup by marking the status so that all the other members can know the exact reason of not accepting the chats on a working hour. These can be customizable as per the internal policies

Daily Standup

  • User can mark if they are attending the daily standup by marking the status so that all the other members can know the exact reason of not accepting the chats on a working hour. These can be customizable as per the internal policies

Lunch Break

  • User can mark if they are away for lunch by marking the status so that all the other members can know the exact reason of not accepting the chats on a working hour.These can be customizable as per the internal policies

Taking Pet for a Walk

  • User can mark if they are attending the weekly standup by marking the status so that all the other members can know the exact reason of not accepting the chats on a working hour. These can be customizable as per the internal policies

Toilet Break

  • User can mark if they are away for a break by marking the status so that all the other members can know the exact reason of not accepting the chats on a working hour. These can be customizable as per the internal policies

Townhall

  • User can mark if they are attending the weekly standup by marking the status so that all the other members can know the exact reason of not accepting the chats on a working hour. These can be customizable as per the internal policies
Updated on December 27, 2022

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