Agent Reports

The 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.

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 expert's unique name who has claimed this chat conversation.

   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. 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.
   

10. 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

11. First User Message

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

12. 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

13. 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)

14. Resolution time

    Total time taken (in hh:mm:ss format) to resolve the user's query (Inclusive of time from first user message timestamp to the time duration this conversation was pinned)

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 or Chat Disposition Reason

    Disposition reason selected by the agent while closing the conversation

22. Closing Sub-category or Chat Disposition Sub-Reason

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

23. Closing Category comment or Chat Disposition 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.