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.
Business Name is the business via name value which was set in business manager section.
It is the unique conversation identifier of the user
It is an expert's unique name who has claimed this chat conversation.
Note: `gogo` is an internal name for our system (bot)
System generated client specific user identifier
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
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
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
The values is
Yesif the conversation was reassigned otherwise value will be
Team Name is the team's system identifier which the conversation was assigned to.
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.
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.
First User Message
It is the message sent by the user that is the first message from the end user.
First Response time
It is the time taken in
hh:mm:ssformat by this specific agent for it's first response to the end user including the pending time
Average response time
It is average calculated using the all response times by this specific agent. Time here is in
Total time taken (in
hh:mm:ssformat) to resolve the user's query (Inclusive of time from first user message timestamp to the time duration this conversation was pinned)
Agent First Response Time (without queue time)
It is the time taken in
hh:mm:ssformat by this specific agent for it's first response to the end user excluding the pending time
Avg Agent Response Time (without queue time)
It is average time in
hh:mm:ssformat calculated using the all response times by this specific agent excluding the pending time
Agent Resolution Time (without queue and wait time)
Total time conversation was pinned to this specific agent in
hh:mm:ssformat. This excludes the time in pending and waiting state for this user engagement
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
Total time a conversation was in queued state before getting assigned to a specific agent in
hh:mm:ssformat. This is the sum of all Queue Times this conversation engagement was in before it got closed
Total time conversation was in waiting state before getting assigned to a specific agent in
hh:mm:ssformat. It is the sum of all waiting times the chat was in before it got closed
Closing Category or Chat Disposition Reason
Disposition reason selected by the agent while closing the conversation
Closing Sub-category or Chat Disposition Sub-Reason
Disposition sub-reason under selected reason selected by the agent while closing the chat
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
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
agentthen values would be the
agent_namewho completed the conversation
gogothen values would be the last
node_namewhich got identified.
autocompletethen 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
It is the chat link for given conversation of the user
Agents can add notes while in a conversation. All added notes will be added in this column with a pipe '|' separation
Agents can set follow-up when closing a conversation. The follow-up time set up is shown here
Agents can set follow-up when closing a conversation. The follow-up comment added is shown here
When the end user shares their conversation feedback by giving a rating, this will be recorded and visible in this column
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
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
Yesvalue in this column
Read about Abandoned metric here
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
Yesstring value in this column
Read about Delayed metric here
Messages Sent By Agent
Total number of messages which were sent by a specific agent to the end user
Messages Sent by user
Total number of messages received from the end user.