Agent Chat Summary

The Agent Chat Summary report provides overall Web Chat statistics for individual selected agents. Columns featured on this report display chat count, accepted and missed chat count, average chat speed of answer, and total chat duration.

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.

Note: This report requires the Xima CCaaS Web Chat license.

Report Column Descriptions

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

Chat Count
This column displays the total number of inbound chats associated with the given agent.

Answered Chat Count
This column displays the total number of inbound chats that were accepted (answered) by the given agent.

Missed Chat Count
This column displays the total number of inbound chats that were missed by the given agent. Missed means that the chat was presented to the agent but they did not "accept" (answer) the offered chat in the allotted amount of time.

**Avg Chat Speed of Answer
This column display the average amount of time that it took the given agent to accept (answer) the inbound chat after it was presented to the agent.

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

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