Analyse Agent Data

The Smart Agent Chat report gives you a list of all the agent conversations in a selected time period. You can now analyse your agents based on various metrics like response times and more on a granular level. Please go through each of the metrics mentioned below. We have described each column metric added in the report so that you could find out the best performing agents and monitor agent performance on a more granular level.

The following is the process to download the agent reports -

download areport

There are 3 reports which you will receive.

  1. Agent Data

    Example filename - Agent_data_Teamname_start date and time-end date and time.csv

  2. Agent Online/offline hours

    Example filename - online_offline_Teamname_start date and time-end date and time.csv

  3. Agent Login/Logout hours

    Example filename - Login_logout_Teamname_start date and time-end date and time.csv

Agent Data

1. Business Name

Business Name is the business via name value which was set in business manager section.

Example: lalpathlabchannel, lalpathlabchannel_hi

2. Conversation Identifier

It is the unique conversation identifier of the user

Example : 28331000_14

3. Agent Name

It is an agent's unique name who has handled conversations on the system.

Examples: gogo, saurabhsingh

Note: `gogo` is an internal name for our system (bot)

4. User Id

System generated client specific user identifier

Example: 58145996

5. Auth Id

A unique identifier used for authenticating the user, this is an alphanumeric user identifier from our client's system. And this is unique to an end user as passed by the client in integration

Example: 92609cd2758448ae4fbb93b0ed22d40ef3b57e1b

6. Device Platform

Device platform of the user - Android App, IOS App, Android SDK, Facebook, Jio, Web SD, IOS SDK , Skype, Alexa, Voic, Twilio, Kookoo, Phonecom, Webhook, Whatsapp, Jio Chat Connector, Haptik IVR, ISO, JIO IVR

7. Order

This is the value indicating the engagement order for this user's engagement. Say, an end user spoke to gogo (Haptik bot) and then agent A. The order for the former and later engagements would be 0 and 1 respectively

8. Chat Reassigned

The values is Yes if the conversation was reassigned otherwise value will be No

9. Reassignment Reason

These are the following reassignment reasons -

i. Not Reassigned

This will be present when the chat was not reassigned.

ii. Reassigned due to Agent Offline/Logout

There are two scenarios when the value will be "Reassigned due to Agent Offline/Logout" -

  1. The chat was reassigned when an agent logged out, and the agent has assigned chats to them.

  2. If the user who was marked as Waiting for user comes back, but the agent who handled the chat initially is now offline or logged out.

iii. Reassigned by {username}

The above value will be present when the chat is manually reassigned by an agent/TL to another agent/TL.

iv. Could not be determined

This value will be present if the Chat Reassigned column is True, but there is no reassignment reason.

v. Data does not exist

This value will be present when the historical data does not exist.

10. Team Name

Team Name is the team's system identifier which the conversation was assigned to.

Example: App Support Team

Note: For Agent Name = `gogo`, Team name is the business's default team which was set in business manager section. Here, the Team name always may or may not be the business's default team. It depends on which team the conversation goes to, for an Agent.

11. Chat Initiation Timestamp

This is the first message timestamp for the given conversation. Note that this can be same for 3 rows if the conversation had 3 engagements from gogo to multiple agents. As this is on a conversation level.

Example: 2020-06-25 07:01:05+05:30

12. First User Message

It is the message sent by the user that is the first message from the end user.

13. First Response time

It is the time taken in hh:mm:ss format by this specific agent for it's first response to the end user including the pending time

14. Average response time

It is average calculated using the all response times by this specific agent. Time here is in hh:mm:ss format

Example: 30.5 (seconds)

15. Agent First Response Time (without queue time)

It is the time taken in hh:mm:ss format by this specific agent for it's first response to the end user excluding the pending time

16. Avg Agent Response Time (without queue time)

It is average time in hh:mm:ss format calculated using the all response times by this specific agent excluding the pending time

17. Agent Resolution Time (without queue and wait time)

Total time conversation was pinned to this specific agent in hh:mm:ss format. This excludes the time in pending and waiting state for this user engagement

18. Avg Response Time Weights

Weights corresponds to the number of times an agent responds after a user message, using these weights, we calculate the average response time of an agent

19. Queue Time

Total time a conversation was in queued state before getting assigned to a specific agent in hh:mm:ss format. This is the sum of all Queue Times this conversation engagement was in before it got closed

20. Wait Time

Total time conversation was in waiting state before getting assigned to a specific agent in hh:mm:ss format. It is the sum of all waiting times the chat was in before it got closed

21. Closing Category

Disposition reason selected by the agent while closing the conversation

22. Closing Sub-category

Disposition sub-reason under selected reason selected by the agent while closing the chat

23. Closing Category comment

Any closing comment add by the agent while closing the conversation

Note: Disposition data will be blank on various cases like conversation was closed by gogo, or reassigned to another agent/team or when conversation autocompleted because of inactivity

24. Completion Type

This metric indicates how this conversation was closed

  • Agent: If this conversation was closed by an agent
  • Bot: If this conversation was closed, when user reached end node of the bot
  • Autocomplete: When conversation got autocompleted because of bot state inactivity, waiting for user inactivity, or no agents online and complete on offline was set for the given team
  • API: When a conversation was completed via an external API
  • Reassigned : If the conversation as reassigned to another agent

25. Completed By

  • if agent then values would be the agent_name who completed the conversation
  • if gogo then values would be the last node_name which got identified.
  • if autocomplete then one of the following case
    • Bot completed - If completed because of waiting for bot state inactivity
    • Team Offline Flag - If completed because of no agents online and complete on offline was set for the given team.
    • Waiting for User - If completed because of waiting for user inactivity

26. Chat Link

It is the chat link for given conversation of the user

Example: https://<BASE_URL>/athena/user-info/12345678/?conv_no=14&coll_id=28331000

27. Notes

Agents can add notes while in a conversation. All added notes will be added in this column with a pipe '|' separation

28. Follow-up Time

Agents can set follow-up when closing a conversation. The follow-up time set up is shown here

29. Follow-up Comment

Agents can set follow-up when closing a conversation. The follow-up comment added is shown here

30. User Rating

When the end user shares their conversation feedback by giving a rating, this will be recorded and visible in this column

31. User Comment

When the end user shares their conversation feedback by giving a rating, user can also add a text comment which will be recorded and visible in this column

32. Abandoned By User

When a conversation engagement is abandoned by the end user that is no user message sent while the agent has this conversation, it's counted as abandoned by user and we show a Yes value in this column

Read about Abandoned metric here

33. Delayed

Delayed time is set in the Team settings. For all instances, wherein the delay message is sent i.e. the delay time has passed when no agent being assigned to end user, we show a Yes string value in this column

Read about Delayed metric here

34. Messages Sent By Agent

Total number of messages which were sent by a specific agent to the end user

35. Messages Sent by user

Total number of messages received from the end user.

Agent Online/Offline report

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1. Agent Name

It is an agent's unique name who has handled conversations on the system.

2. Online date (Date)

The date on which agent was online.

If there was no data found for an agent, the report will state No Online time available.

3. Online at (HH:MM:SS)

The timestamp at which the agent's status was changed to Online.

If there was no data found for an agent, the report will state Agent was online before start date selected.

4. Offline date(Date)

The date on which the agent status was changed to offline.

If there was no data found for an agent, the report will state No Offline date available.

5. Offline at (HH:MM:SS)

The timestamp at which the agent's status was changed to Offline.

If there was no data found for an agent, the report will state Agent online as of "".

6. Online Hours (HH:MM:SS)

The total number of hours the agent was online i.e. the time that agent has spent online with the Agent Chat window active.

The metric has a precision of 150 seconds (2.5 minutes).

7. Marked online by

This column specifies who changed the status of the agent to Online.

It can either be the agent name or the TL name.

8. Marked offline by

This column specifies who changed the status of the agent to Offline.

It can either be the agent name or the TL name or the system (system will mark the agent as offline after 2.5 minutes of inactivity by agent).

9. Time zone

The timezone you have downloaded the report in.

Agent Login/Logout report

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1. Agent Name

It is an agent's unique name who has handled conversations on the system.

2. Login date (Date)

The login date of the agent.

If there was no data found for an agent, the report will state No Login date available.

3. Loggedin at (HH:MM:SS)

The timestamp at which agent has logged in.

If there was no data found for an agent, the report will state Agent was online before.

4. Logout date(Date)

The date on which the user logged out.

If there was no data found for an agent, the report will state No Logout date available.

5. Logged out at(HH:MM:SS)

The timestamp at which the user logged out of the platform.

If there was no data found for an agent, the report will state Agent online as of "".

6. Time zone

The timezone you have downloaded the report in.

Tips to manage a Team using Reports

✅ Track No. of Delayed Chats and optimise agent strength per Team

✅ Track No. of Live Chats received at a given time

✅ View Response Times for a given time frame to mointor agent performance

✅ View Resolution Times on a Team/Agent level

✅ View Individual Chats to get quality feedback

✅ Analyze end of day Team-wise analytice values here.

Last updated on 7/30/2021
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