Agent Chat Metrics Report

Generating the Report

On the Reports tab, select New Report.

In the list of reports, choose Agent Chat Metrics Report.

Enter the Report Name and Report Description.

Select a Time Period.

Select Data Filters.

Select Report Generation and choose from the following options:

Run On Demand
Schedule — You can create up to six schedules (only one if you select Hourly).

Select Format:

Enter a Send To address (single email address or mailing list).

Select Create.

The Agent Chat Metrics Report is generated.

Select the Run icon next to the report instance.

Run On Demand: Triggers report generation immediately when selected.

Schedule: Sets the report to generate automatically on the scheduled day and time, without needing to select Run.

Select the PDF/Page icon to generate the report output.

The red dot beside the report indicates it was generated within the last 24 hours. You can download, save, and view the report in PDF format.

The report is generated and available for download.

Report Fields

Field	Description	Example	Weekly Summary	Monthly Summary
Date	Date for which metrics are being consolidated.	”01/31/2023”	NA	NA
Incoming	All conversations offered to this agent.	345	SUM	SUM
Accepted	All conversations accepted by this agent.	345	SUM	SUM
Abandoned	All conversations abandoned by callers while interacting with this agent.	345	SUM	SUM
Transferred	Number of conversations transferred by this agent.	345	SUM	SUM
Average Duration	Average duration of conversations while interacting with this agent.	”00:00:11”	AVG	AVG
FRT	Average First Response Time — from the time the agent accepts a conversation to their first response to the end user.	”00:00:11”	AVG	AVG
Average Response Time	Average latency in each response between this agent and the external user.	”00:00:11”	AVG	AVG
Average ACW	Average After Contact Work time performed by this agent across all conversations.	”00:00:11”	AVG	AVG
Average CSAT	Average Customer Satisfaction score (1–5).	3.28	AVG	AVG

Generating the Report