Chat Agent Summary Report

The Chat Agent Summary Report contains a summary of the activities of agents, including chat and agent state activities.

The Chat Agent Summary Report can include these charts:

Chart Name	Description
Total Presented vs Handled Chats by Agent Chart	For each agent, displays the total number of chat contacts handled as well as the total number of chat contacts presented.
Average Accept and Active Chat Time for Agents	For each agent, displays the average time to accept the chat contact request and average time spent in Busy state.

The Chat Agent Summary Report includes a table that shows the following information for each agent:

Field	Description
Agent Name	First name and last name of the agent.
Agent ID	The login ID of the agent.
Total Presented	Number of chats sent to the agent, whether or not the agent accepted the chat.
Total Handled	Number of chats accepted by agent.
Active Time—Avg	Average chat time for all chats that the agent handled.
Active Time—Max	Longest chat time of any one chat that the agent handled.
Accept Time—Avg	Average accepts time for all chats that the agent accepted.
Accept Time—Max	Longest accept time of any one chat that the agent accepted.
Avg Rating	Average of all the chat ratings received by the agent.

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 Summary Report by the following parameter:

Filter Parameter	Result
Agent Names	Displays information for the specified agents.
Skill Names	Displays information for agents who possess the specified skills.
Team Names	Displays information for agents who belong to the selected teams.

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.