Chat Productivity by Agent and Queue

Report on the volume of chats assigned to and serviced by each agent. This includes measures of autopushbacks, chat concurrency, response times, chats completed, AHT, and survey scores. There are versions of this report for each of the historical time intervals, which break down the data by agent,
queue & interval. This report uses an Agent parameter set. It may be found under the following path: Root > Reports > Chat Reports > {interval}.

The report is based on the Chat Activity model and includes the following columns.

Agent

The agent to which the chat was assigned.

Queue

The queue to which the chat was assigned.

Assigned To User

The number of times that a chat was assigned to an agent during the report interval. This includes chats which have been pushed from the queue, chats pulled by the agent and chats which have been transferred from elsewhere.

Auto-pushback

The number of times that a chat was automatically pushed back from an agent to the originating queue during the interval. This occurs when the agent does not respond quickly enough.

Abandoned

The number of chats abandoned during the interval. The customer left while an agent was assigned but had not serviced the chat. Includes incoming and transferred chats.

Serviced

The number of times that chats were serviced during the interval. The assigned agent clicked to join the chat and the customer had not abandoned. Includes incoming and transferred chats.

Avg Concurrent Chats 

Please note that this column is not included in Intra-day report.

The average number of chats that an agent serviced concurrently during the interval. This is calculated as duration in progress divided by handle time. 

Duration in progress is the time that elapsed between each chat being serviced and being handled. It is accrued for all chats concurrently in progress, not just the chat that an agent has in focus at any given time. For example, time spent with 3 chats in progress and 1 chat in focus will result in a concurrency of 3 for that time. 

Best used with daily or longer report intervals as it can be skewed by chats started in one interval and handled in another.

Avg Agent Response Time

For all chats completed during the report interval, the average time which elapsed from each customer message to each agent response. If the customer sends multiple messages before the agent responds, then the time is counted from the first of these messages.

Handled

The number of chats completed by the agent or manually transferred out from the agent during the report interval. Chats completed by the system are not counted.

Chats Per Hour (Active Time) (Daily, Weekly and Monthly only)

The number of chats an agent can handle in an hour, based on their work rate during this report interval. This is determined by the number of chats handled during the interval and the amount of time spent working on chats during the same interval. An agent is considered to be working on a
chat while it is in focus in their inbox, whether or not they are physically typing or clicking. Chats are considered handled when they are completed by the agent or transferred out from the agent.

Avg Work Time

For chats handled (i.e, completed by the agent or transferred out) during the report interval, the average time that the agent spent working on each chat with the customer present. An agent is considered to be working on a chat while it is in focus in their inbox, whether or not they are physically typing or clicking. This may include time the agent spent working on the chat during previous intervals.

Avg Wrap Time

For chats handled (i.e, completed by the agent or transferred out) during the report interval, the average time that the agent spent working on each chat after the customer had left. An agent is considered to be working on a chat while it is in focus in their inbox, whether or not they are physically typing or clicking. This may include time the agent spent working on the chat during previous intervals.

Avg Handle Time

For chats handled (i.e, completed by the agent or transferred out) during the report interval, the average time that the agent spent working on each chat. An agent is considered to be working on a chat while it is in focus in their inbox, whether or not they are physically typing or clicking. This may include time the agent spent working on the chat during previous intervals.

Completed

The number of chats completed during the report interval. Chats are, typically, completed by the agent but they may be completed automatically in certain circumstances (for example, if the agent was disconnected).

Avg Score

For all surveys submitted for chats completed during the report interval, this is the average survey score. If each survey asks multiple score-based questions, then the total score across all questions is taken as the score for that survey (for example, three 5-star rating questions in a survey lead to a maximum survey score of 15).

Note: If a score-based question has been customized to offer values other than a 5-star rating, it is only considered by the Average Score calculation if the score given by the customer is 10 or less. If a value higher than 10 is returned, it is presumed to be a text-based question.

Surveys

The number of chats completed during the report interval where the customer submitted a survey at the end of the chat.