Chat Agent Detail Report

The Chat Agent Detail Report contains detailed information about each chat contact that was handled by an agent.

The Chat Agent Detail Report can include this chart:

Chart Name	Description
Total Active, Accept Time by Agent Chart	For each agent, displays the total active time and the total accept time spent on all chat contacts during the report period.

The Chat Agent Detail Report includes a table that shows the following information for every chat contact received by an agent:

Field	Description
Agent Name	First name and last name of the agent
Agent ID	The login ID of the agent.
Chat Start Time	Time at which the chat contact is offered to an agent.
Chat End Time	Time at which agent ends the chat.
Duration	Elapsed time between chat start time and chat end time.
Chat Originator	Contact id which uniquely identifies a chat contact.
Chat Routed CSQ	CSQ through which the chat contact was routed to an agent.
Chat Skills	Skills associated with an agent for handling a chat contact.
Active Time	Talk time for the chat agent.
Accept Time	Time the agent spent in accepting the chat contact.
Chat Type	Type of the chat contact.
Rating	Rating given by the customer for the chat.

Grouping:

N/A

Sorting:

The default sorting order is done on Agent Name.

For sorting on specific field, user can sort by click on respective field header in report grid view.

You can filter the Chat Agent Detail Report by any of these parameters:

Filter Parameter	Result
Agent Names	Displays information for the specified agents.
Skill Names	Displays information for agents that possess the specified skills.
Team Names	Displays information for agents who belong to the specified teams.
Chat Type	Displays information for the specified chat type (Incoming).
Rating	Displays information for the specified rating.

Notes:

• If user has set their local time zone in the user profile, Start and end date time will be considered to be in that time zone. If not set, the start and end times will be considered to be in the data source time zone (UCCX data source time zone is GMT).
• Multiple filter parameters should not be selected, user should select only one filter parameter at a time (excluding above parameters) while viewing the report.