Agent Call and Chat Performance Summary

The Agent Call and Chat Performance Summary report provides individual agent statistics for both inbound calls and external inbound chat* messages involving the selected agent(s). Columns featured on this report display call counts, talking durations, chat counts, and chat durations.

This report is an Agent Summary report. This means that each agent selected will be displayed on their own individual line next to their specific statistics for the given report.

*External signifies that the chat originated from outside of your phone system.

Note: *The chat values on this report require the Xima CCaaS Web Chat Channel. If the Web Chat Channel has not been purchased, or the license has not been assigned to the selected agents, the chat columns will display no information.

Report Column Descriptions

Agent
This column displays the names of the selected contact center agents in alphabetical order


Presented Calls
This column displays the total number of calls in which the given agent was involved in at least one ringing event, meaning the agent had a chance to participate in the call.

Note:

  • This column does not look for talking events. A call that contains at least one ringing event will count as presented, regardless of whether or not it was answered.
  • An inbound call that goes directly to voicemail will not count as presented because it never rang at the agent's phone.

Answered Calls
This column shows the number of inbound calls that included at least one talking event with the given agent, meaning that agent answered the call.


Missed Calls
This column shows the total number of calls where the given agent was involved in at least one ringing event, but no talking events, meaning they missed the call.

Note:

  • A single call that rang multiple different times for the same agent but was only answered once will count as an answered call, not a missed call.
  • Calls that were answered by a second agent after being missed by the first agent will still count as missed for the first agent, even though the call itself was eventually answered.
  • In order for an agent to miss or answer a call, the call must first be presented to the agent. An inbound call that goes directly to an agent's voicemail will not count as presented or missed because it never rang at the agent's phone.

Total Talking Duration
This column displays the total duration of all talking events associated with the given agent.


Avg Talking Duration
This column displays the average duration of all talking events associated with the given agent.


Presented Chats
This column displays the total number of external chats that were presented to the given agent meaning that the agent had a chance to participate in the chat.


Answered Chats
This column displays the total number of external chats that were accepted by the given agent, meaning that the agent "answered" the chat.


Missed Chats
This column displays the total number of external chats that were missed by the given agent, meaning that the agent did not answer or accept the presented chat in the given amount of time.


Total Chat Duration
This column displays the total duration of all chat events associated with the given agent.


Avg Chat Duration
This column displays the average duration of all chat events associated with the given agent.