How to find Agent Statistics Details
Agent Statistics
Go to Dashboard by calling Setup command and click on Agent.
Agent statistics page lists live chat statistics of each agents to admins.
Information showed includes:
- Agent Name
- Average First Response Time
- Average Live Chat Session Duration
- Average Live Chat Ratings
- Total Tickets Picked
- No. of Active Tickets
- Total Tickets Completed
- Total Live Chat Duration
Admin Page
Agent statistics table supports data column selection. Admins can hide certain columns that are not used. To hide columns, open extra options from table columns. Select “Show Columns”, and select the columns to show. All table values are sortable as well. Admins can sort table according to table values by click the arrow on table column.
Download Agent Statistics
Agent statistics can be exported using the download button provided at upper right corner. 3 data formats are provided, admins can choose to download statistics in JSON, CSV or XML formats.
Search Bar
Agent statistics search bar allows admins to search and filter agents according to the criteria set in the search bar. To use the search bar, enter the keywords, then choose the searching criteria looking for. After all searching criteria entered, press the search icon on the right of the search bar to start filtering agents.
Agent Name
Searching criteria allows users to filter agents by agent name. The criteria is triggered by any text.
Average Rating
Searching criteria allows users to filter agents by their average live chat ratings. The criteria is triggered by relational sign and real number. e.g. >= 7.
Active Tickets
Searching criteria allows users to filter agents by the number of active tickets. The criteria is triggered by relational sign and real number. e.g. >= 7.
Completed Tickets
Searching criteria allows users to filter agents by the number of completed tickets. The criteria is triggered by relational sign and real number. e.g. >= 7.
Picked Tickets
Searching criteria allows users to filter agents by the number of picked tickets. The criteria is triggered by relational sign and real number. e.g. >= 7.
Average Response
Time searching criteria allows users to filter agents by average response time of agent. The criteria is triggered by relational sign and time duration. e.g. >= 7h3m.
Total Chat Duration
Searching criteria allows users to filter agents by total chat duration of agent. The criteria is triggered by relational sign and time duration. e.g. >= 7h3m.
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