--- title: Chat Agent Productivity Report slug: contact-center/chat-agent-productivity-report docTags: createdAt: 2025-10-22T04:26:05.782Z --- ### 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.