Chat Agent Productivity Report

overview the chat agent productivity report provides a detailed, user wise summary of agent activity and performance across all chat sessions within a specified time interval this report helps supervisors evaluate how effectively each agent utilized their working hours — how much time they were staffed, actively handling chats, or idle it gives a 360° view of agent productivity , response behavior, and overall efficiency in managing chat interactions purpose use this report to measure agent utilization during chat operations identify idle or underutilized time across shifts analyze response speed , chat handling time , and feedback quality benchmark agent performance for productivity tracking and optimization report fields column name data type definition # number denotes the row number for each entry in the table agent name string name of the user (agent) handling chat interactions in the campaign agent id string unique identifier of the agent associated with the chat sessions total staffed duration duration total time duration for which the agent was logged into and staffed in the campaign, including break times figure total staffed duration total ready duration duration total time duration during which the agent was active and available to handle chats calculated as the sum of durations in both auto call on and auto call off states across sessions figure total ready duration total chat offered number total number of chat sessions offered to the agent in the selected campaign and interval total chat served number total number of chat sessions successfully handled (served) by the agent total chat not responded number total number of chat sessions assigned to the agent that were not responded to total chat transferred to agent number total number of chat sessions that were transferred to the agent from another user avg first response time duration average time taken by the agent to send the first response to a new customer message across all served chat sessions avg chat duration duration average total time spent by the agent in serving each chat session formula total chat duration ÷ total chats served avg feedback score number average of all customer feedback scores received for chats handled by the agent figure calculation of average feedback score how to interpret the report total staffed duration vs total ready duration → helps determine the proportion of active working time versus total logged in time total chat offered vs served → indicates agent responsiveness and chat handling rate total chat not responded → highlights potential idle time, disengagement, or high load average first response time → a key indicator of chat service quality — shorter times represent faster response and better customer experience average chat duration → reflects the complexity or efficiency of conversations consistently long durations may require workflow review or escalation handling analysis average feedback score → provides insight into customer satisfaction for each agent, helping supervisors identify training or recognition opportunities example agent name total chats served avg chat duration avg first response time avg feedback score aditi sharma 74 3m 45s 18s 4 6 rajesh nair 59 5m 12s 42s 4 1 priya mehta 63 4m 08s 25s 4 8 interpretation aditi sharma demonstrates fast responses and high customer satisfaction rajesh nair may need coaching on faster response and chat resolution priya mehta maintains balanced handling time and feedback — a benchmark performer key insights metric indicates staffed duration total logged in time in campaign ready duration time agent was available to take chats chats served actual volume of handled chat sessions first response time speed of response to customers chat duration efficiency in resolving queries feedback score customer satisfaction and service quality best practices monitor average first response time to ensure sla adherence regularly track not responded chats to identify disengaged agents use average feedback score to recognize top performers and reward customer satisfaction compare chat duration trends to balance workloads among agents combine this report with agent chat report for a full view of utilization and performance