Team Name |
Name of the team |
|
|
Agent Name |
Name of the agent |
Resource Name |
|
Chats Presented |
Count of chats presented to agent |
Chats Presented |
|
Chats Answered |
Count of chats handled by agent |
Chats Answered |
|
Chats Declined |
Count of chats declined by agent |
Chats Declined |
|
Answered Rate |
Percentage of chats answered |
(Chats Answered / Chats Presented) * 100 |
|
Abandoned Rate |
Percentage of chats declined |
(Chats Declined / Chats Presented) * 100 |
|
Avg Accept Time |
Average time of chats accepted by agent |
Avg Accept Time |
hh:mm:ss |
Avg Talk Time |
Average time agent spent in answering chat with customer |
Avg Talk Time |
hh:mm:ss |
Avg Handle Time |
Average time agent spent in handling the chat |
Avg Handle Time |
hh:mm:ss |