Chat Agent Summary Report

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

Charts

The following charts are available:

Chart name	Description
Average Accept and Active Chat Time for Agents	Displays the average time an agent takes to accept chat contact requests, and the average time the agent spends in Busy state.
Total Presented vs Handled Chats by Agent	Displays the number of chat contacts that are presented to an agent and the number of chat contacts that are handled by the agent.

The report includes a table that displays the following information:

Field	Description
Agent Name	First name and last name of the agent.
Agent ID	Login ID of the agent.
Chats Presented	Number of chats that are presented to the agent.
Chats Handled	Number of chats that the agent accepted.
Group Chats Presented	Number of group chats that are presented to the agent.
Group Chats Handled	Number of group chats that the agent accepted.
Group Chats Declined	Number of group chats that the agent declined.
Active Time—Avg	Average chat time of the chats that the agent handled.
Active Time—Max	Longest chat time of a chat that the agent handled.
Accept Time—Avg	Average accept time of the chats that the agent accepted.
Accept Time—Max	Longest accept time of any chat that the agent accepted.
Avg Rating	Average of all the chat ratings received by the agent.

You can filter using any one of the following parameters:

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

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