Download Live Agent Productivity

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 Productivity. In the upper right corner of the page, click the 'Download' button. Then, in the dialog box of the download live agent productivity, click 'Generate Report'.

Generate Report Download Agent Productivity

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 Productivity Report

Component Explanation:

Nama	Deskripsi
Handled	Total tickets handled by the agent on each channel group.
Total Handled	Total tickets served by the agent for all channel groups.
AHT	Total duration when agent open the ticket until the ticket is escalated, transferred or closed on that channel account.
Total Attendence	Total the agent is checked in during their shift on the selected date.
Productive	The duration when the agent begins handling tickets until the ticket is transferred, escalated or closed to the account channel.
Non-Productive	The duration when the agent is not handling tickets on the account channel.
First Login	Record when the agent first logged in during the selected date.
Last Logout	Record when the agents last logged out during the selected date.
Login Duration	Total duration agent logged in to the application during the specified date.
Total Productive	Total duration when agents begin handling tickets until the ticket is transferred, escalated or closed on all channel accounts.
Percentage	Percentage of total agent productive.
Total Non Productive	Total duration when the agent is not handling tickets on all channels during the selected date.
Percentage	Percentage of total agent non-productive.