Download Live Agent Performance
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 Live Agent Performance. In the upper right corner of the page, click the 'Download' button. Then, in the dialog box of the download live agent performance, click 'Generate Report'.
The download report includes two sheets: Summary and Agent Summary. The summary sheet shows live agent performance reports from the Time perspective for each channel. The components for the summary sheet are explained as follows:
| Name | Description |
|---|---|
Time Series | Date of ticket assigned. |
Channel | Your channel name. |
Average Wait Time | The average wait time is when the ticket customer enters the ticket queue process (unassigned) until the ticket is replied by the agent. |
Max. Wait Time | Durasi maksimum waktu tunggu pelanggan dari tiket masuk ke tab unassigned hingga dibalas oleh agen. |
Avg. First Response Time | The average first response time is calculated when a customer's ticket enters the inbox tab until the agent replies to the ticket. |
Avg. Response Time | The average response time when a customer sends a chat to the agent until the ticket is reply by the agent. |
Avg. Customer Response Time | Average of total duration from agent responds the customer ticket to customer reply again. |
Avg. Chat Time | Average of total duration when agent handling the ticket until the ticket is closed, transferred, or escalated. |
Ticket | Total of tickets. |
Avg. Handling Time | The average total ticket duration is assigned to agent until the ticket is closed. |
Average Resolution Time | The average total duration ticket is created until the ticket is closed. But, when the ticket is transferred or escalated to the supervisor or other groups, then the agent can’t get the total ticket, but the agent will get ‘Handling Time’. |
SLA (%) | SLA percentage for this ticket. 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 this page. |
Agent Message | Total bubble message sent by the agent. |
The agent summary sheet shows the reports from an Agent perspective as shown images below.
| Name | Description |
|---|---|
Time Series | Date of ticket assigned. |
Agent's name | Agent's name. |
Average Wait Time | The average wait time is when the ticket customer enters the ticket queue process (unassigned) until the ticket is replied by the agent. |
Max. Wait Time | The maximum duration of customer waiting time from ticket enters to unassigned tab until reply by the agent. |
Avg. First Response Time | The average first response time is calculated when a customer's ticket enters the inbox tab until the agent replies to the ticket. |
Avg. Response Time | The average response time when a customer sends a chat to the agent until the ticket is reply by the agent. |
Avg. Customer Response Time | Average of total duration from agent responds the customer ticket to customer reply again. |
Avg. Chat Time | Average of total duration when agent handling the ticket until the ticket is closed, transferred, or escalated. |
Ticket | Total of tickets. |
Avg. Handling Time | The average total ticket duration is assigned to agent until the ticket is closed. |
Average Resolution Time | The average total duration ticket is created until the ticket is closed. But, when the ticket is transferred or escalated to the supervisor or other groups, then the agent can’t get the total ticket, but the agent will get ‘Handling Time’. |
SLA (%) | SLA percentage for this ticket. 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 this page. |
Agent Message | Total bubble message sent by the agent. |
You can also download the live agent performance report using a more concise format by clicking the 'Export CSV' or 'Export Excel' button in the download live agent performance dialog box.
Component Explanation:
| Name | Description |
|---|---|
Time Series | Date of customer's ticket assigned. |
Average Wait Time | The average wait time is when the ticket customer enters the ticket queue process (unassigned) until the ticket is replied by the agent. |
Max. Wait Time | Durasi maksimum waktu tunggu pelanggan dari tiket masuk ke tab unassigned hingga dibalas oleh agen. |
Avg. First Response Time | The average first response time is calculated when a customer's ticket enters the inbox tab until the agent replies to the ticket. |
Avg. Response Time | The average response time when a customer sends a chat to the agent until the ticket is reply by the agent. |
Avg. Customer Response Time | Average of total duration from agent responds the customer ticket to customer reply again. |
Avg. Chat Time | Average of total duration when agent handling the ticket until the ticket is closed, transferred, or escalated. |
Ticket | Total of tickets. |
Avg. Handling Time | The average total ticket duration is assigned to agent until the ticket is closed. |
Average Resolution Time | The average total duration ticket is created until the ticket is closed. But, when the ticket is transferred or escalated to the supervisor or other groups, then the agent can’t get the total ticket, but the agent will get ‘Handling Time’. |
SLA (%) | SLA percentage for this ticket. 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 this page. |
Agent Message | Total bubble message sent by the agent. |
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