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