Agent Responsiveness by Channel
For chat, email and social activity types, report on your success at responding to customers in a timely manner. This includes chats you serviced or missed and the average wait times. For email and social, this report includes the replies you sent that were the first replies for these activities and the first reply time.
There is a row for each time interval (half hourly or daily) and a total row for the whole period. The report includes the following columns:
|
Column |
Definition |
|---|---|
|
Login Duration |
The amount of time that you spent logged in during the report interval. |
|
Chat Auto-pushback |
The number of times that a chat was automatically pushed back from your inbox to the originating queue during the interval. This happens when you do not respond quickly enough. |
|
Chats Abandoned |
The number of chats abandoned during the interval. A chat is “abandoned” if the customer leaves before any agent begins work on the activity. This is only counted against you if the chat was assigned to you when the customer abandoned. |
|
Avg Wait Abandoned Time (Chats) |
Of the chats abandoned during the report interval, the average time which elapsed from each chat being assigned to the queue to the customer leaving. A chat is “abandoned” if the customer leaves before any agent begins work on the activity. |
|
Chats Serviced |
The number of chats you serviced during the report interval. A chat is “serviced” when you begin to work on it, providing the customer has not abandoned. Includes chats routed directly from the entry point as well as chats transferred from elsewhere. |
|
Avg Wait Serviced Time (Chats) |
Of the chats you serviced during the report interval, the average time which elapsed from each chat being assigned to the queue to being serviced. A chat is “serviced” when you begin to work on it, providing the customer has not abandoned. |
|
Email First Manual Replies |
The number of replies sent by you during the report interval, for emails which no agent has ever replied to previously. |
|
Avg First Manual Reply Time (Emails) |
For all emails for which a first manual reply was sent by you during the report interval, the average time that elapsed between each email being received by the system and the first manual reply being sent. |
|
% Email FMR Met SLA |
The number of first manual replies you sent during the interval, which were sent before the email's due date and time was reached. This is expressed as a percentage of the number of first manual replies you sent during the interval for emails which had a due date and time. Composed emails and emails without a due date and time are not counted. |
|
Social Replies |
The number of replies which you sent but did not follow during the interval. Composed messages are not counted. |
|
Social Replies with Follow-up |
The number of replies which you sent and followed during the interval. Composed messages are not counted. |
|
Avg Reply Time (Social) |
For all social activities for which you sent a reply during the interval, the average time that elapsed between each activity being created and the reply being sent. Composed messages are not counted. If subsequent replies are sent for the same activity (using the Send rather than the Send & Complete button), then the time for each reply is counted against the interval in which it is sent. |
|
% Social Reply Met SLA |
The number of replies you sent during the interval, which were sent before the social activity's due date and time was reached. This is expressed as a percentage of the number of replies you sent during the interval. Composed messages are not counted. |
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