Agent - Chat Handling

The Agent - Chat Handling report shows statistics about the efficiency of chat handling. You can view data on a conversation level or on a queue/agent/day level. The data can be used to estimate agent efficiency and the effect of working with multiple chats simultaneously. The report is based on the data in the Agent universe in SAP BusinessObjects Business Intelligence.

To filter data displayed in the reports, define the following filters:

Table 1. Filters

Filter Parameter

Description

Year/Month/Day

Choose one of the years/months/days available in the time dimension.

Time zone

Select the time zone you want to use on the report.

Channel Type

Select the channel types for which you want to see statistics. Only chat channel types are available.

Queue

Choose the queue(s) you want to include on the report. Only chat queues are available.

The reports include reporting data for the following items:

Table 2. Report Column Descriptions

Column

Description

Contact GUID The conversation's ID

Year/Month/Day

The year/month/day used for limiting reporting data

Start Time The time when the conversation entered the system
Connect Time The time when the customer was connected to an agent
End Time The time when the conversation ended

Queue

The name of the queue for which data is shown

Agent

The agent for whom data is shown

Handled

Number of handled conversations

Handling Time

The accumulated time that handling the conversations has taken

Responses (Total)

Total number of messages sent by the agent in the conversations

If an agent sends two messages to the customer before the customer replies, this increases the count by 2.

Responses

Number of the agent’s responses to the customer in the conversation

If an agent sends two messages before the customer replies, this increases the count by 1.

Responses (Duration)

The total time the agent has taken to respond to the customer's messages

From the customers' point of view, the total time they have been waiting for the agent's responses in the conversations

Responses (Average Duration)

The average time the agent has taken to respond to the customer's messages

From the customer's point of view, the average time they have been waiting for the agent's response to a message

Responses (Median)

The median time the agent has taken to respond to the customer's messages

From the customer's point of view, the median time they have been waiting for the agent's response to a message