Filter Live Agent Performance

This feature allows you to filter your live agent performance report. Used to make it easier for you to display reports according to the filter criteria you selected. Go to Analytic, select menu Live Agent, and click Live Agent Performance on the top left of the page. After the live agent performance page appears, click the 'Filter' button on the upper right-side page, and you will see a pop-up to filter live agent performance report.

Filter Live Agent Performance

Component Explanation:

Name	Description
Group	To display report according to the selected group.
Line of Business	To display report according to the selected LOB.
Channel Type	To display report according to the selected Channel Account.
Channel Account	To display report according to the selected Channel Account.
Team	To display report according to the selected rule on the rule management.
Agent	To display report according to the selected Agent.
Perspective	To set report display using Time or Agent perspective. The field 'Display by' will appear if you enable the Time toggle.
Start Date	To display the report starting from the selected date.
End Date	To display the report up to the selected date.
SLA Type	To set the report display will be displayed according to the selected SLA Type. For the calculation of SLA Type, you can read on this page.
Default Filter	Button to set the filter back to default.
Filter	Button to apply the filter that has been set.

The filter that appeared will be adjusted according to the group report setting on your user management. You can manage the group reports when creating or editing users on the user management page. If your group report is LOB and your user is listed in LOB A then filter for each component that you may select only those related to LOB A. For example, LOB A is in Group B, the channels that can be accessed by LOB A are live chat and email channels, so when you apply the filter, you can only see Group B on the Group filter component, LOB A on the LOB filter component, Live chat channel and Email Channel on the Channel Type filter component, etc.

You may set more than one filter, such as if you want to see reports from live chat channels that are on LOB A, then you can select live chat channel on the Channel Type filter component and select LOB A on the LOB filter component.