The Webchat Agent Report looks how the agent has been handling webchat interactions.
Report Customisation Options #
Customisation |
Options |
|---|---|
Data source |
Select an individual or a selection of Agents or Groups. |
Columns |
Each of the statistics listed below can be added or removed from the report by managing the columns to include. |
Aggregations |
The following aggregations can be used to cluster data together:
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Filter |
The following filters can be applied to the report:
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Report Output #
For each webchat agent in a company, the following statistics are available.
Statistic |
Description |
|---|---|
Webchats taken |
The total number of webchats that the agent has taken from the queue(s). |
Total webchat replies sent |
The total number of webchat replies that the agent has sent. |
Total webchats handled |
The total number webchats that the agent has handled. |
Total webchat-handling time |
The total time (in minutes) that the agent has spent on handling webchats. |
Avg handling time per webchat |
The average time (in seconds) that the agent has taken to handle each webchat. |
Avg time to first response |
The average time (in seconds) that the agent took to first answer a webchat. |