Agent Chat Report
Overview
The Agent Chat Report provides a detailed summary of agent activity and performance across all chat interactions handled within a campaign.
It allows supervisors and managers to measure how effectively each agent engages with customers, how long chats are taking to resolve, and the quality of customer feedback received.
By consolidating chat session metrics — including response behavior, average handling time, and feedback ratings — this report offers a 360° view of agent productivity and service quality in chat-based customer support.
Purpose
Use this report to:
- Measure individual agent performance in chat-based campaigns.
- Track responsiveness and chat handling efficiency.
- Identify agents with low engagement or response delays.
- Evaluate customer feedback trends and overall chat experience.
- Understand chat volume distribution by duration segments.
Report Fields
Column Name | Data Type | Definition |
|---|---|---|
# | Number | Row number of each record in the report. |
Agent ID | String | Unique identifier of the agent handling the chat. |
Total Staffed Duration | Duration | Total duration for which the agent was staffed in the campaign, including break times. Figure: Total Staffed Duration |
Total Ready Duration | Duration | Total duration for which the agent was available and active for chat handling. Calculated as the sum of the durations for which the user was in “Ready” or “Active” status across sessions. Figure: Total Ready Duration |
No. of Chats Assigned | Number | Total number of chats assigned to the agent during the reporting period. |
No. of Chats Served | Number | Total number of chats successfully handled (served) by the agent in the campaign. |
Chat Not Responded Count | Number | Total number of assigned chats where the agent did not respond within the campaign. |
Avg. Chat Duration | Duration | Average time spent by the agent on each chat. Formula: Total Chat Time ÷ Total Chats Answered |
Count of No Feedback Chats | Number | Total number of chats where no customer feedback was received after chat closure. |
Count of Feedback | Number | Total number of chats for which customer feedback was received. |
Avg. Feedback Rating | Number | Average rating received by the agent across all chats with feedback. Figure: Calculation of Average Feedback Rating |
No. of Chats < 1 Minute | Number | Number of chat sessions that lasted less than one minute. |
No. of Chats (1–5 Minutes) | Number | Number of chat sessions with durations between 1 and 5 minutes. |
No. of Chats > 5 Minutes | Number | Number of chat sessions lasting more than five minutes. |
% of Chats < 1 Minute | Percentage | Percentage of chats shorter than one minute. Formula: (Chats < 1 min ÷ Total Chats with Duration) × 100 |
% of Chats (1–5 Minutes) | Percentage | Percentage of chats lasting between 1 and 5 minutes. Formula: (Chats 1–5 min ÷ Total Chats with Duration) × 100 |
% of Chats > 5 Minutes | Percentage | Percentage of chats lasting more than 5 minutes. Formula: (Chats > 5 min ÷ Total Chats with Duration) × 100 |
How to Interpret the Report
- Staffed vs Ready Duration helps managers identify how much time an agent was available versus actively handling chats.
- Chat Not Responded Count highlights missed opportunities and can indicate workload issues or agent inactivity.
- Average Chat Duration provides insight into chat efficiency — extremely short chats may indicate quick resolutions or missed engagement opportunities.
- Feedback Metrics reveal customer satisfaction levels and help evaluate service quality at an individual agent level.
- Duration Segments and Percentages offer visibility into chat complexity trends (e.g., higher 5+ minute chats may suggest detailed support conversations).
Example
Agent ID | No. of Chats Served | Avg. Chat Duration | Chat Not Responded Count | Avg. Feedback Rating | % of Chats > 5 Min |
|---|---|---|---|---|---|
AGT_2021 | 87 | 4m 12s | 3 | 4.6 | 28% |
AGT_3045 | 73 | 3m 02s | 5 | 4.2 | 19% |
Interpretation:
- AGT_2021 managed more chats and maintained higher feedback ratings, indicating strong performance.
- AGT_3045 shows slightly lower efficiency with higher idle and short-duration chats, suggesting a need for coaching or workflow review.
Key Insights
Metric | What It Indicates |
|---|---|
Staffed vs Ready Duration | Availability balance — higher ready time indicates better utilization. |
No. of Chats Served | Measures total workload handled by the agent. |
Chat Not Responded Count | Helps identify delayed or missed responses. |
Avg. Chat Duration | Determines handling efficiency and complexity of conversations. |
Avg. Feedback Rating | Reflects customer satisfaction with the agent’s service quality. |
Duration Segments (%) | Provides distribution of chat handling patterns for performance benchmarking. |
Best Practices
- Regularly review Chat Not Responded counts to ensure SLAs are met.
- Use Average Feedback Rating as a key KPI for customer experience.
- Identify top and bottom performers using Avg. Chat Duration and Feedback Scores trends.
- Use chat duration segmentation to plan training and optimize staffing levels.
- Combine this report with Chat Agent Productivity Report for a full picture of agent workload and engagement.