Chat Agent Statistics

Calculates chat statistics for agents.

Columns

  • Agent Login Id – The agent’s login ID.

  • Chats Abandoned – The number of chats routed to a queue, which were subsequently abandoned.

  • Chats Aborted – The number of aborted chats.

  • Chats Average Handle Time – The average time agents spent answering chats.

    Formula:

    (Chats Total Talk Time + Chats Total Work Time) / Chats Handled

  • Chats Cleared – The number of chats, which were cleared.

  • Chats Connection Failure – The number of aborted or rejected chats by the system with the disposition reason Chat_agent_connection_failure.

  • Chats Do Not Care – The number of do not care chats.

  • Chats Handled – The number of chats routed to a queue, which were subsequently handled.

  • Chats Offered – The number of chats routed to a queue.

  • Chats RONA – The number of RNA chats, or rather how many times were agents put into Not Ready state with system reason code 32763 (AGT_RNA).

  • Chats Rejected – The number of rejected chats.

  • Chats Total Accept Time – The total time, that passed from the time a chat was presented to an agent and the agent answered the chat.

  • Chats Total Talk Time – The total time, that passed from the time an agent answered the chat to the time the chat was disconnected or transferred, not including hold time.

  • Chats Total Work Time – The total time, that an agent spent in Work State after the chat.

  • Chats Unknown – The number of unknown chats.

Calculation Parameters

The Grid function has these optional parameters:

  • Queues – Allows you to select from a list of Contact Service Queue names.

  • Skills – Allows you to select from a list of Skill names.

  • Teams – Allows you to select from a list of Team names.