Agent Responsiveness by Channel

For chat, email and social activity types, report on each agent’s success at responding to customers in a timely manner. This includes the chats serviced, abandoned and auto-pushed back as well as the average wait times. For email and social, this report includes first replies sent and the first reply time.

It should be remembered that these metrics may be impacted by factors outside of an agent’s control, such as the time that an activity spent waiting in the queue or with previous agents before being assigned to the current agent. This report is best used to compare an agent to their peers, since all agents will have an equal chance of being affected by such factors, but certain agents may nonetheless show a propensity for longer response times.

There are versions of this report for each of the historical time intervals, which break down the data by manager, agent & interval. This report uses an Agent Parameter set. It may be found under the following path: Root > Reports > OmniChannel Reports > {interval}.

The report is based on the Agent Session Summary model and includes the following columns.

Agent

The agent who was logged in.

Manager

The manager of the agent who was logged in.

Login Duration

The amount of time that an agent spent logged in during the report interval.

Chat Auto-Pushback

The number of times that a chat was automatically pushed back from an agent to the originating queue during the interval. This happens when the agent does 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 the agent if the chat was assigned to them when the customer abandoned.

Average 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 serviced during the report interval. A chat is “serviced” when an agent begins 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 - transferred chats may be counted multiple times across agents, queues and/or departments.

Average Wait Serviced Time (Chats)

Of the chats 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 an agent begins to work on it, providing the customer has not abandoned.

Email First Manual Replies

The number of replies sent by an agent during the report interval, for emails which no agent has ever replied to previously. This may be considered a measure of the number of inbound emails responded to. Auto-replies and composed emails are not counted.

Average First Manual Reply Time (Emails)

For all emails for which a first manual reply was sent during the report interval, the average time that elapsed between each email being retrieved and the first manual reply being sent. This may be considered a measure of average response time. Auto-replies and composed emails are not counted.

% Email FMR Met SLA

The number of first manual replies sent during the interval, which were sent before the email's due date & time was reached. This is expressed as a percentage of the number of first manual replies sent during the interval for emails which had a due date & time. Due date & time may be assigned by an agent or by the workflow. Auto-replies, composed emails and emails without a due date & time are not counted.

Social Replies

The number of replies which an agent sent but did not follow during the interval. Composed messages are not counted. Social Replies with Follow-up The number of replies which an agent sent and followed during the interval. Composed messages are not counted.

Average Reply Time (Social)

For all social activities for which a reply was sent 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 sent during the interval, which were sent before the social activity's due date & time was reached. This is expressed as a percentage of the number of replies sent during the interval. Due date & time may be assigned by an agent or by the workflow. Composed messages are not counted.