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'.

Generate Report Live Agent Performance

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.

Excel File Live Agent Performance Report Summary Sheets

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.

Download Live Agent Performance

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.