Agents' metrics

Active threads

Active threads are threads that have not been marked as done yet, and are assigned to the user; if wrap-up time is enabled in that queue, a thread currently in wrap up state will not be counted towards active chats because in order to start to wrap up time an agent needs to click mark as done.

Agent's first response time

FRT is counted as the time between the moment a chat is assigned to an agent and the first response the agent sent in that conversation. The average is counted based on all FRTs from the selected period.

Threads total

The total number of threads in the selected timeframe

Next response time

NRT is counted as the time between user’s message and agent’s reply to that message (excluding first response). We take all next response times in the conversation, count an average and display it as Next Response Time. 

Threads replied in first response time

The number of threads handled by agents (at least one message sent by the agent) in the first response time interval in the selected timeframe

Resolution time

Resolution time starts the moment the user initiates handover until the agent marks the chat as done; it means that waiting in the queue counts towards resolution time as well.

Threads replied outside first response time

The number of threads handled by agents (at least one message sent bu the agent) outside the first response time in the selected timeframe

Omitted threads

The number of empty threads (marked as done by the agent without writing any message) in the selected timeframe

Agent's responses

The number of agent's messages in the selected timeframe

User's responses

The number of users' messages in the selected timeframe

Maximal thread resolution time

The maximal time it took the agent to mark a thread as done in the selected timeframe

Minimal thread resolution time

The minimal time it took the agent to mark a thread as done in the selected timeframe

Average thread resolution time

The average time it took the agent to mark a thread as done in the selected timeframe

Maximum queue assigned time

The maximal time it took the routing system to assign a chat to an agent since a user requested a chat in the selected timeframe

Minimal queue assigned time

The minimal time it took the routing system to assign a chat to an agent since a user requested a chat in the selected timeframe

Average queue assigned time

The average time it took the routing system to assign a chat to an agent since a user requested a chat in the selected timeframe

Maximal agent response time

The maximal time it took the agent to respond to a thread in the selected timeframe calculated since a thread has been assigned from the queue

Minimal agent response time

The minimal time it took the agent to respond to a thread in the selected timeframe calculated since a thread has been assigned from the queue

Average agent response time

The average time it took the agent to respond to a thread in the selected timeframe calculated since a thread has been assigned from the queue

Maximal total response time

The maximal time it took the agent to respond to a thread in the selected timeframe was calculated since a user requested a chat

Minimal total response time

The minimal time it took the agent to respond to a thread in the selected timeframe was calculated since a user requested a chat

Average total response time

The average time it took the agent to respond to a thread in the selected timeframe was calculated since a user requested a chat

Number of returns within a day

The number of users that decided to talk to an agent back same day in the selected timeframe

Number of returns within a week

The number of users that decided to talk to an agent back within five days in the selected timeframe

First response service level

The percentage of threads that were handled in the time defined as the first response interval in the selected timeframe

Resolution service level (all threads)

The percentage of threads resolved in the time defined as the resolution interval in the selected time frame

Resolution service level (non-empty threads)

The percentage of non-empty threads resolved in the time defined as the resolution interval in the selected time frame

Next response service level

The percentage of threads to which the agent sent the next response to the user's message in the time defined as the next response interval in the selected time frame

Awaiting customer service level

The percentage of threads to which the customer sent the next response to agent's message in the time defined as the awaiting customer interval in the selected time frame

Time as 'Active'

Time spent by the given agent in the 'Active' status

Time as 'Break'

Time spent by the given agent in the 'Break' status

Time as 'Inactive'

Time spent by the given agent in the 'Inactive' status