You can refine the data statistics to be included in the report by selecting the following specific items:
- Agent
- Groups
- Columns
Under Aggregations in the Report Tool, you can specify the grouping for which statistics are collected and combined in the report. One of:
- By Agent
- By Month
- By Week
- By Day
- By Hour
Configurables in the Report Tool: None.
Filters in the Report Tool:
- Queue
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. |
Parent topic: Webchat-data statistics