Download Channel Group SLA
Last updated
Last updated
Each report on the analytic page can be generated and downloaded to a (.xls, .pdf, .csv, and .txt) file and saved to your local drive for offline viewings such as analysis, sharing, or backup purposes. To download the report, go to Analytic and select the Live Agent menu, and click Channel Group SLA. In the upper right corner of the page, click the 'Download' button. Then, in the dialog box of the download channel group SLA, click 'Generate Report'.
And then, the file will be generated and you can download the file by clicking the 'Download' icon ( ). If you open the file, data will be displayed as shown images below.
Component Explanation:
Channel Name
Your channel name.
Ticket
Total of ticket
Incoming
Total 'incoming messages' of customers responded by agents. Incoming message is conditions when a customer sends a chat message at one time.
Assigned
Total tickets assigned to the Agent.
Responded
The total ticket being handled by agent (ticket in ‘Open‘ and ‘Pending‘ status)
Dropped
The total ticket ‘drop by customer’. (when the agent closes the ticket, the agent selects closing type ticket of ‘Drop by customer‘)
Within SLA
Total ticket based on specified SLA duration.
On Going SLA
Total tickets that are being handled by the agent and haven't been closed.
Over SLA
Total ticket based on ticket over that specified SLA duration. Note: Only available in the channel group 'Email' table.
Response Rate
Percentage 'response agent' divided by 'incoming message'. Response Agent is a condition where the Agent responds to each customer chat while the incoming message is conditions when a customer sends a chat message at one time.
SLA (%)
SLA percentage for this ticket.
Dropped (%)
Percentage of total ticket ‘Drop by customer’.
Average response time
The average total duration of tickets assigned to the Agent until the Agent first replies to the ticket.
Average resolution time
The average total duration ticket is assigned to the agent until the ticket is closed. But, when the ticket is transferred or escalated to a supervisor or other group, the agent can't get the total ticket, but the agent will get 'Response time.'
Note: The displayed SLA depends on the configuration of the SLA settings in 'rule management' and SLA type on this report. To know more about this setting, you can refer to page.
