Charts
Utilization
Percent Chat Time
Response Efficiency
Chat Times
Proactive Requests
Filters and settings
The Agent Utilization Report offers the following filters and settings. See Report Filters and Settings for details.
- Timeframe
- Filter settings
- Response Gauge
- Engagement Time Threshold
- Response Efficiency Threshold
- Weighted Averages (yes/no)
- Agents
- Group by:
- Agent
- Hourly
- Daily
- Weekly
- Monthly
- Download report
- Email report
- Schedule report
Data
| Abbreviation | Name | Description |
|---|---|---|
| Date | Date | The specific hour, day, week, or month period for which the data in that row is collected. Based on the group by selection in the filters |
| Agent | Name of agent for which data was collected | |
| TTA | Total Time Available | |
| TE | Total Engagements | An Agent Engagement is an object that we create each time an agent joins an engagement. We update it when the agent exits. So, each one is a session that the agent was in the engagement. TE is a Count of all Agent Engagements where Date Joined < hour Ended && Date Exited > hour Started |
| TET | Total Engagement Time | Sums the length of the join/exit times from the Agent Engagements from the Total Chats column |
| MET | Multiple Engagement Time | Total time the agent spent in more than 1 chat concurrently |
| SET | Single Engagement Time | Total time the agent spent in only 1 chat. |
| AET | Average Engagement Time | Total chat time/Total chats |
| Idle Time | Idle Time | TTA - Linear Chat Time |
| ET | Percentage Engagement Time | TotalEngagementTime / TotalTimeAvailable |
| ART | Average Response Time | TotalResponseTime / TotalResponses |
| RE | Response Efficiency | ResponseGauge / AverageResponseTime |
| PER | Proactive Engagement Requests | Just sums up the number of engagements. This is the calculation that should be done for Total Chats (This should instead be the Total number of times the agent manually invited a visitor |
| PES | Proactive Engagement Sessions | Sums up the number of engagements that weren't rejected or timed out (Seems like a bug. should be the subset of PER that resulted in engagements) |
| ABD | Abandonments | Sums up the number of engagements that are Queue Abandoned |
| TRJ | Rejections | Sums up the number of engagements that are rejected |
| Util | Utilization | Look at every minute in the hour and count the number of engagements occurring at each minute, then average the 60 values |