Chat CSQ Agent Summary Report

An agent can handle chat contacts for multiple CSQs. The Chat CSQ Agent Summary Report shows information about chat handled in each CSQ for each agent.

For each agent, the report includes the average chat time and average accept time for handled chats, number of chats received, number of chats handled, and number of unanswered chats.

The Chat CSQ Agent Summary Report can include this chart:

Chart Name 

Description 

Chats Handled by CSQ and Agent Chart

Displays the number of chats handled by each agent for each CSQ.

 

The Chat CSQ Agent Summary Report includes a table that shows the following information:

Field 

Description 

CSQ Name

Name of the CSQ.

CSQ ID

Unique identification number of CSQ.

Agent Name

First name and last name of the agent who handled chats for this CSQ during the report period

Chat Received

Number of chats that were queued for this CSQ and were assigned to this agent during the report period.

Chat Handled

Number of chats that were queued for this CSQ and answered by this agent during the report period.

Average Active Chat Time

Average chat time for all chats that the agent handled for this CSQ. Chat time is the elapsed time between the time that an agent answers a chat and when the chat is disconnected. The average is calculated as total chat time divided by the number of chats handled.

Chat No Answer

Number of chats that were connected to the agent but that the agent does not answer.

Average Acceptance Time

Time that elapsed between the time that a chat alert was presented on the Agent Desktop and the time that the chat was answered by an agent, or disconnected. This field is blank if the chat was not presented to any agent.

Grouping:

N/A.

Sorting:

The default sorting order is done on CSQ Name field.

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

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

Filter Parameter 

Result 

All CSQs (default, no filter parameter)

Search the CSQ table to find CSQ. Record ID for CSQs with CSQ. Date Inactive set to null or set to a date/time later than the report start time and with CSQ. Queue type equal to 2. This action determines the active chat CSQs and CSQs that are deleted after the report start time (they are still active during the report period).

CSQ Names

Obtain the list of CSQ names from the user selection for this parameter. Search the CSQ table to find records for which CSQ. CSQ name contains values that are in the list. Obtain the corresponding CSQ. Record ID.

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.