Admin Reports

reports feature name definition live analytics total chats raised addition of total resolved chats, denied chats, ongoing chats, abandon chats, customer declined chats total resolved chats chats which are successfully handled and disposed by agent denied chats chats which get deny due to unavailability of agents in work timings average handle time total chat duration/total customers currently logged in agents agents who have logged in to the livechat console total ready agents agents who are ready for conversations not ready agents agents who are not ready because of certain reasons eg\ lunch, coffee, ad hoc, meeting ongoing chats total chats which are currently ongoing with agent stop interaction agents agent marks as stop interaction while going offline current capacity number of active agents multiplied by the maximum customer count agent can handle at a time request in queue customer which are in queue and ready to connect t agent abandon chats chats triggered during non working hours average nps nps given by customer when the chat is ended by agent after successful conversation average customer waiting time time spent by all customers in queue/ total no of customers average interactions per chat total interactions/ total no of customers customer declined chats customer leaves the chat when he/she is waiting in queue to connect to an agent report admin can view all the information such as performance report, daily interaction report,hourly interaction report, login logout report,offline message report, agent not ready report group/ supervisor performance to showcase analytics specific to the profile for the admin this is visible under livechat ( admin console) > reports > all sections > filter by selecting the name of any one of the supervisors, the admin would be able to see the data related to agents assigned to that supervisor in the reports and analytics sections this is added to the following sections in reports live analytics performance login logout agent not ready