Chat CSQ Agent Summary Report

The Chat CSQ Agent Summary Report presents information about the chats that are handled in a Contact Service Queue (CSQ) by a chat agent. An agent can handle chat contacts for multiple CSQs. The report includes the average chat time, average accept time for handled chats, number of received chats, number of handled chats, and number of unanswered chats for each agent.

Charts

The following chart is available:

Chart name	Description
Chats Handled by CSQ and Agent	Displays the number of chats handled by each agent for a CSQ.

Fields

The report includes a table that displays the following information:

Field	Description
CSQ Name	Name of the CSQ.
CSQ ID	Unique ID of the CSQ.
Agent Name	First name and last name of the agent who handles chats for this CSQ.
Chat Received	Number of chats that are queued for this CSQ and are assigned to the agent.
Chat Handled	Number of chats that are queued for this CSQ and answered by the agent.
Average Active Chat Time	Average chat time for all the chats that the agent handled for this CSQ. Chat time is the elapsed time between the time an agent answers a chat and ends the chat. Average chat time = Total chat time / Number of chats handled
Chat No Answer	Number of chats that are presented to the agent, but not answered or declined.
Average Acceptance Time	Elapsed time between the time that a chat alert is presented on the desktop and the time that the chat is answered by an agent or disconnected. This field is blank if the chat was not presented to an agent.

Filter criteria

You can filter using the following parameter:

Filter parameter	Result
CSQ Names	Displays information for the specified CSQs.

Grouping criteria

None