Chat Agent Detail Report
The Chat Agent Detail Report presents information about each chat contact that is handled by the chat agent.
Charts
The following chart is available:
Chart name |
Description |
---|---|
Total Active, Accept Time by Agent |
Displays the active time and accept time that an agent spends on all the chat contacts. |
Fields
The report includes a table that displays the following information:
Field |
Description |
---|---|
Agent Name |
First name and last name of the agent. |
Agent ID |
Login ID of the agent. |
Chat Start Time |
Time at which the agent accepts the chat. |
Chat End Time |
Time at which the agent ends the chat. |
Duration |
Elapsed time between the chat start time and the chat end time. |
Contact ID |
Unique contact ID that identifies the chat contact. |
Chat Routed CSQ |
Contact Service Queue (CSQ) that routed the chat contact to the agent. |
Chat Skills |
Skills that are associated with the agent for handling a chat contact. |
Active Time |
Time the agent spends chatting with the chat contact. Summary info—Sum of the records in this column. |
Accept Time |
Time taken by the agent to accept the chat contact after it is allocated to the desktop. Summary info—Sum of the records in this column. |
Chat Type |
Type of chat contact. There are two types-Incoming and Group Chat. |
Filter Criteria
You can filter using any one of the following parameters:
Filter parameter |
Result |
---|---|
Agent Names |
Displays information for the specified agents. |
Skill Names |
Displays information for the agents who possess the specified skills. |
Team Names |
Displays information for the agents who belong to the specified teams. |
Chat Type |
Displays information for the specified incoming chat type. |
Grouping Criteria
None