Agent Chat Metrics Report

Back to Reports List The Agent Chat Metrics Report is a daily summary of agent performance metrics particularly relevant to chat conversations.

Generate and Manage the Report

Refer to Creating a New Report for instructions on generating this report. Agent Chat Metrics Report Output

Field	Description	Example	Weekly Summary	Monthly Summary
`Date`	Date for which metrics are consolidated.	`01/31/2023`	NA	NA
`Incoming`	All conversations offered to this agent.	`345`	SUM	SUM
`Accepted`	All conversations accepted by this agent.	`345`	SUM	SUM
`Abandoned`	All conversations abandoned by callers while interacting with this agent.	`345`	SUM	SUM
`Transferred`	Number of conversations transferred by this agent.	`345`	SUM	SUM
`Average Duration`	Average duration of conversations while interacting with this agent.	`00:00:11`	AVG	AVG
`FRT`	Average First Response Time—from the time the agent accepts a conversation to their first response to the end user.	`00:00:11`	AVG	AVG
`Average Response Time`	Average latency in each response between this agent and the external user.	`00:00:11`	AVG	AVG
`Average ACW`	Average After Contact Work time performed by this agent across all conversations.	`00:00:11`	AVG	AVG
`Average CSAT`	Average Customer Satisfaction score `(1-5)`.	3.28	AVG	AVG