Clickatell Portal User Guide
2.13.0
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Agents (Chat Desk)

All these reports can be downloaded as PDF documents by selecting 'Download Report' in the top right corner of the screen. If any filters were applied, only the filtered data results are exported.

Full Analytics

This report provides a full view of the user's Chat Desk data over different time periods.

KPI SUMMARIES

The KPI Summaries page gives a high-level overview of performance by displaying month-to-date volumes and month-on-month performance metrics.
KPI metrics include:
  • Total number of Chats
  • Number of Tickets, Pending Chats, Closed Chats, Open Chats, and Unassigned Chats
  • Total number of Active Agents
  • Number of New Activities vs New Chats
  • Average First Time Response
  • Median Chat Duration
  • Agent to Chats ratio
  • Average sentiment
​​​​​​​The buttons at the top are used to navigate to the Chat Desk Summary or Agent Chat Desk Summary Reports (see below).

CHAT DESK SUMMARY

The Chat Desk Summary report provides an in-depth view of chat activities. The report can be filtered by time period and/or department, and the Chats and Tickets buttons can be used to display data for the selected type only.
Data contained in this report include:
  • Total number of Chats
  • Number of Tickets, Pending Chats, Closed Chats, Open Chats, and Unassigned Chats
  • Graphical representations of:
    • Chat type per time of day
    • Chat type per day/month
    • Top 10 tags used this month
    • Number of Active Agents per day/month
    • Monthly chat volumes
    • Chat volumes per department per month
  • ​​​​​​​KPI breakdown per tag and KPI breakdown per department
    • Includes date, current month vs previous month values, KPI status, and sparklines
    • Drill down for more detail on each of these items, trend lines over time, etc.

AGENT CHAT DESK SUMMARY

The Agent Chat Desk Summary report provides an in-depth view of agent performance. The report can be filtered by time period and/or department, and the Chats and Tickets buttons can be used to display data for the selected type only.
Data contained in this report include:
  • Total number of Active Agents
  • Number of new activities vs new chats, average response time, median chat duration, agent to chats ratio, average end-user sentiment
  • Graphical representations of:
    • Top 10 Agent Performance
    • Top 10 agents transferred to
    • New Customer Activity vs New Chats
    • Channel Origin
    • Volumes of chats/tickets and number of active agents per day/month
  • A table that breaks down specific metrics per agent:
    • Chats assigned, % chats, tickets created, % tickets, closed chats, transferred, transferred received, pending chats, agent timeouts, chat timeouts, average sentiment, response time, median chat duration, median pending time
This table updates based on whether Chats/Tickets are selected at the top to include (e.g., to include a breakdown per tag used)

Customer Satisfaction

Get an overview of the current day's NPS and/or CSAT survey results (assuming you have set up these surveys in Chat Desk).
The information presented includes:
  • Total surveys presented and answered
  • Net Promoter Score and Average CSAT Score
  • Rating per question