Chat Agent Statistics¶
Displays chat agent statistics data.
Depending on the KPI Function, the following parameters may be used:
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.
Chats Abandoned¶
Returns the number of chats routed to a queue, which were subsequently abandoned.
Parameters: Queues, Skills, Teams
Chats Aborted¶
Returns the number of aborted chats.
Parameters: Queues, Skills, Teams
Chats Average Handle Time¶
Returns the average time agents spent answering chats.
Formula:
(Chats Total Talk Time + Chats Total Work Time) / Chats Handled
Parameters: Queues, Skills, Teams
Chats Cleared¶
Returns the number of chats, which were cleared.
Parameters: Queues, Skills, Teams
Chats Connection Failure¶
Returns the number of aborted or rejected chats by the system with the disposition reason Chat_agent_connection_failure.
Parameters: Queues, Skills, Teams
Chats Do Not Care¶
Returns the number of do not care chats.
Parameters: Queues, Skills, Teams
Chats Handled¶
Returns the number of chats routed to a queue, which were subsequently handled.
Parameters: Queues, Skills, Teams
Chats Offered¶
Returns the number of chats routed to a queue.
Parameters: Queues, Skills, Teams
Chats RONA¶
Returns the number of RNA chats, or rather how many times were agents put into Not Ready state with system reason code 32763 (AGT_RNA).
Parameters: Queues, Skills, Teams
Chats Rejected¶
Returns the number of rejected chats.
Parameters: Queues, Skills, Teams
Chats Total Accept Time¶
Returns the total time, that passed from the time a chat was presented to an agent and the agent answered the chat.
Parameters: Queues, Skills, Teams
Chats Total Talk Time¶
Returns 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.
Parameters: Queues, Skills, Teams
Chats Total Work Time¶
Returns the total time, that an agent spent in Work State after the chat.
Parameters: Queues, Skills, Teams
Chats Unknown¶
Returns the number of unknown chats.
Parameters: Queues, Skills, Teams