Agent Call and Chat Performance Summary

Combined call and chat statistics for each selected agent over the selected time frame.

The Agent Call and Chat Performance Summary report shows combined call and chat statistics for each selected agent over the selected time frame. It is an Agent row type Summary-style report.

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Requires the Web Chat Channel License
The chat columns show no data for agents without a Web Chat Channel license.

Report Columns

Column	Definition
`Agent`	The agent being reported on.
`Presented Calls`	The number of calls in which the agent had at least one Ringing event.
`Answered Calls`	The number of calls that included at least one Talking event with the agent.
`Missed Calls`	The number of calls that rang to the agent but were never answered by that agent.
`Total Talking Duration`	The total duration of all Talking events associated with the agent.
`Avg Talking Duration`	The average duration of all Talking events associated with the agent.
`Presented Chats`	The number of external chats presented to the agent.
`Answered Chats`	The number of external chats accepted by the agent.
`Missed Chats`	The number of external chats presented to the agent but not accepted in time.
`Total Chat Duration`	The total duration of all chat events associated with the agent.
`Avg Chat Duration`	The average duration of all chat events associated with the agent.

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Missed Call Edge Cases
A call that rang more than once for the agent but was eventually answered counts as answered, not missed. A call missed by one agent still counts as missed for that agent even if a different agent later answered it. A call must first be presented to the agent to count as missed or answered — one that went straight to voicemail counts as neither.

Updated 8 days ago