Agents' metrics
Definitions related to agents' metrics
See the key metrics which you can use to filter all the analytical views.
All Agent Metrics
| Active threads | Active threads are threads which have not been marked as done yet, and are assigned to the user; if wrap up time is enabled in that queue, a thread currently in wrap up state will not be counted towards active chats because in order to start wrap up time an agent needs to click mark as done. |
| Agent's first response time | FRT is counted as the time between the moment a chat is assigned to an agent, and the first response the agent sent in that conversation.Average is counted based on all FRTs from the selected period. Example: a user initiated handover and is waiting in the queue for 10 seconds; an agent assigns that conversation to herself and sends a message to the user after 15 seconds, FRT will be 15 seconds. |
| Threads total | The total number of threads in the selected timeframe. |
| Next response time | NRT is counted as the time between user’s message and agent’s reply to that message (excluding first response). We take all next response times in the conversation, count an average and display it as Next Response Time. |
| Threads replied in first response time | The number of threads handled by agents (at least one message sent by the agent) in the first response time interval in the selected timeframe. |
| Resolution time | Resolution time starts the moment the user initiates handover until the agent marks the chat as done; it means that waiting in the queue counts towards resolution time as well. |
| Threads replied outside first response time | The number of threads handled by agents (at least one message sent bu the agent) outside the first response time in the selected timeframe. |
| Omitted threads | The number of empty threads (marked as done by the agent without writing any message) in the selected timeframe |
| Agent's responses | The number of agent's messages in the selected timeframe |
| User's responses | The number of users' messages in the selected timeframe |
| Maximal thread resolution time | The maximal time it took the agent to mark a thread as done in the selected timeframe |
| Minimal thread resolution time | The minimal time it took the agent to mark a thread as done in the selected timeframe |
| Average thread resolution time | The average time it took the agent to mark a thread as done in the selected timeframe |
| Maximum queue assigned time | The maximal time it took the routing system to assign a chat to an agent since a user requested a chat in the selected timeframe |
| Minimal queue assigned time | The minimal time it took the routing system to assign a chat to an agent since a user requested a chat in the selected timeframe |
| Average queue assigned time | The average time it took the routing system to assign a chat to an agent since a user requested a chat in the selected timeframe |
| Maximal agent response time | The maximal time it took the agent to respond to a thread in the selected timeframe calculated since a thread has been assigned from the queue |
| Minimal agent response time | The minimal time it took the agent to respond to a thread in the selected timeframe calculated since a thread has been assigned from the queue |
| Average agent response time | The average time it took the agent to respond to a thread in the selected timeframe calculated since a thread has been assigned from the queue |
| Maximal total response time | The maximal time it took the agent to respond to a thread in the selected timeframe was calculated since a user requested a chat |
| Average total response time | The average time it took the agent to respond to a thread in the selected timeframe was calculated since a user requested a chat |
| Number of returns within a day | The number of users that decided to talk to an agent back same day in the selected timeframe |
| Number of returns within a week | The number of users that decided to talk to an agent back within five days in the selected timeframe |
| First response service level | The percentage of threads that were handled in the time defined as the first response interval in the selected timeframe |
| Resolution service level (all threads) | The percentage of threads resolved in the time defined as the resolution interval in the selected time frame |
| Resolution service level (non-empty threads) | The percentage of non-empty threads resolved in the time defined as the resolution interval in the selected time frame |
| Next response service level | The percentage of threads to which the agent sent the next response to the user's message in the time defined as the next response interval in the selected time frame |
| Awaiting customer service level | The percentage of threads to which the customer sent the next response to agent's message in the time defined as the awaiting customer interval in the selected time frame |
| Time as 'Active' | Time spent by the given agent in the 'Active' status |
| Time as 'Break' | Time spent by the given agent in the 'Break' status |
| Time as 'Inactive' | Time spent by the given agent in the 'Inactive' status |