Agent - Chat Handling
The Agent - Chat Handling report shows statistics about the efficiency of chat handling. You can view data on a conversation level or on a queue/agent/day level. The data can be used to estimate agent efficiency and the effect of working with multiple chats simultaneously. The report is based on the data in the Agent universe in SAP BusinessObjects Business Intelligence.
To filter data displayed in the reports, define the following filters:
|
Filter Parameter |
Description |
|---|---|
|
Year/Month/Day |
Choose one of the years/months/days available in the time dimension. |
|
Time zone |
Select the time zone you want to use on the report. |
|
Channel Type |
Select the channel types for which you want to see statistics. Only chat channel types are available. |
| Queue |
Choose the queue(s) you want to include on the report. Only chat queues are available. |
The reports include reporting data for the following items:
|
Column |
Description |
|---|---|
| Contact GUID | The conversation's ID |
|
Year/Month/Day |
The year/month/day used for limiting reporting data |
| Start Time | The time when the conversation entered the system |
| Connect Time | The time when the customer was connected to an agent |
| End Time | The time when the conversation ended |
|
Queue |
The name of the queue for which data is shown |
|
Agent |
The agent for whom data is shown |
|
Handled |
Number of handled conversations |
|
Handling Time |
The accumulated time that handling the conversations has taken |
|
Responses (Total) |
Total number of messages sent by the agent in the conversations If an agent sends two messages to the customer before the customer replies, this increases the count by 2. |
|
Responses |
Number of the agent’s responses to the customer in the conversation If an agent sends two messages before the customer replies, this increases the count by 1. |
|
Responses (Duration) |
The total time the agent has taken to respond to the customer's messages From the customers' point of view, the total time they have been waiting for the agent's responses in the conversations |
|
Responses (Average Duration) |
The average time the agent has taken to respond to the customer's messages From the customer's point of view, the average time they have been waiting for the agent's response to a message |
|
Responses (Median) |
The median time the agent has taken to respond to the customer's messages From the customer's point of view, the median time they have been waiting for the agent's response to a message |