Agent Reports can be downloaded on the Smart Agent Chat tool which gives you all the information related to agents and their time spent on the tool. You can analyze your agent's conversations based on various metrics on a granular level. These reports are detailed reports and they cover most of the aspects related to users' conversations with an agent.

Apart from the downloaded Agent Data Report, you also receive Daily Statistics Report over email at the end of every day. You can read more about it in detail here.

Now let us talk about, how to download these agent reports on the tool. You can click on "Email Detailed Report", choose the time frame as shown in the GIF below and the report would be sent to you over email.

You would receive 4 reports, namely - 

1. Chat Data Report
   Example filename - ‘chat_data_report.csv’
2. Agent Online/Offline Time Report
   Example filename - 'agent_online_and_offline_time_report.csv'
3. Agent Login/Logout Hours Report
   Example filename -'agent_login_and_logout_time_report.csv'
   
4. Agent Online Hours Report
   Example filename - 'agent_online_hours_report.csv'

Chat Data Report

1. Business Name

Business Name is the business via name value which was set in the 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 is 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 the integration

Example: 92609cd2758448ae4fbb93b0ed22d40ef3b57e1b

6. Device Platform

Device platform of the user - Android App, IOS App, Android SDK, Facebook, Jio, Web SDK, IOS SDK , Skype, Alexa, Voice, 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 are Yes if the conversation was reassigned otherwise the value will be No

9. Reassignment Reason

These are the following reassignment reasons

• Not Reassigned
  This will be present when the chat was not reassigned.
• Reassigned due to Agent Offline/Logout
  There are two scenarios whenthe value will be "Reassigned due to Agent Offline/Logout" -
  • The chat was reassigned when an agent logged out, and the agent has assigned chats to them.
  • 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.
• Reassigned by {username}
  The above value will be present when the chat is manually reassigned by an agent/TL to another agent/TL.
• Could not be determined
  This value will be present if the Chat Reassigned column is True, but there is no reassignment reason.
• 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 to 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 the 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. Chat pinned time

The time when the chat was pinned to the particular agent. A chat getting pinned means that the chat appears on the agent's screen.

14. Chat handover time

The time at which the chat was assigned to an agent, either from the bot or from an agent to another agent.

15. First Response time

It is the time taken in hh:mm:ss format by this specific agent for its first response to the end-user including the pending time.

16. Average response time

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

Example: 30.5 (seconds)

17. Agent First Response Time (without queue time)

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

18. Avg Agent Response Time (without queue time)

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

19. 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 for state for this user engagement

20. Avg Response Time Weights

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

21. Queue Time

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

22. Wait Time

The total time a conversation was in "waiting state" before getting assigned to a specific agent in hh:mm:ss format. The conversation was in a waiting state, because either the agent was not online, or the agent might have put the user under the "waiting for user" state. It is the sum of all waiting times the chat was in before it got closed.

23. Closing Category

Disposition reason selected by the agent while closing the conversation

24. Closing Sub-category

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

25. Closing Category comment

Any closing comment add by the agent while closing the conversation

26. 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 the user reached the end step of the bot
• Autocomplete: When the 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 is reassigned to another agent

27. 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 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

28. 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

29. Notes

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

30. Follow-up Time

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

31. Follow-up Comment

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

32. User Rating

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

33. User Comment

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

34. 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 the user and we show a Yes value in this column

35. 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 is assigned to the end-user, we show a Yes string value in this column

36. Messages Sent By Agent

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

37. Messages Sent by user

The total number of messages received from the end-user.

38. Chat closed by agent

It enables you to identify agents who have closed a chat. If a chat involves more than one agent, the value will be True for the one who has handled it in the last.  

It's worth noting that if the same user returns and requests to interact with an agent again, the value will be True for the agent who closed it in the last.

Let's gain more clarity with a small example:

Consider this is a chat flow: Gogo (a bot) > agent1 > agent2 > Gogo > agent3 > agent4 > Gogo

In this case, the column will be TRUE for agent2 and agent4.

39. Wait count

This column of the agent report tells you how many times your chat support agent had to set the 'Waiting' status during the conversation. It happens when a user stops replying during the chat discussion but returns later to get a solution to the reported issue.

For example: If you see 3 in the Wait count column of the agent report, it means your agent had to wait three times for the user before closing the chat.

Agent Online/Offline Time Report

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 the 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 the 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. 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.

7. 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 (the system will mark the agent as offline after 2.5 minutes of inactivity by the agent).

8. Time zone

The timezone you have downloaded the report in.

Agent Login/Logout Hours Report

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 the 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.

Agent Online Hours Report

A new report for measuring the online hours of agents.

1. Agent Name

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

2. Start Date

The time period starts from which the report is generated 

3. Start Time

The day of the hour on the start day from which the report is generated

4. End Date

The time period end for which the report is generated

5. End Time

The day of the hour on the end day till which the report is generated

6. Idle Time Session

This displays the time when agents were idle and not receiving any chats

7. Time Zone

The timezone you have downloaded the report in.

Tips to Manage a Team using Reports

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

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

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

✅ View Resolution Times on a Team/Agent level

✅ View Individual Chats to get quality feedback

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