Detailed Guide on Agent Performance Reports

Written by Product Team

Updated on April 9th, 2024

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Table of Contents

Chat Data Report Agent Online/Offline Time Report Agent Login/Logout Hours Report Agent Online Hours Report Agent Idle Time Report Missed Chats Report User Feedback Report Agent Chat Sessions Report SLA Performance Report

Chat Data Report

This report contains the following data:

#	Column Name	Definition
1	Business Name	Business Name is the business via name value which was set in the business manager section.
2	Conversation Identifier	It is the unique conversation identifier of the user. Example : `28331000_14`
3	Agent Name	It is an agent's unique name who has handled conversations on the system. Note: `gogo` is an internal name for our system (bot).
4	User Id	System generated client-specific user identifier. Example: `58145996`
5	Auth Id	A unique identifier is used for authenticating the user, this is an alphanumeric user identifier from our client's system. And this is unique to an end-user as passed by the client in the integration. Example: `92609cd2758448ae4fbb93b0ed22d40ef3b57e1b`
6	Device Platform	Device platform of the user - Android App, IOS App, Android SDK, Facebook, Jio, Web SDK, IOS SDK , Skype, Alexa, Voice, Twilio, Kookoo, Phonecom, Webhook, Whatsapp, Jio Chat Connector, Haptik IVR, ISO, JIO IVR
7	Order	This is the value indicating the engagement order for this user's engagement. Say, an end-user spoke to gogo (Haptik bot) and then agent A. The order for the former and later engagements would be 0 and 1 respectively.
8	Chat Reassigned	The values are `Yes` if the conversation was reassigned, and otherwise `No`.
9	Reassignment Reason	These are the following reassignment reasons Not Reassigned: This will be present when the chat was not reassigned. Reassigned due to Agent Offline/Logout: There are two scenarios when this value will be shown: The chat was reassigned when an agent logged out, and the agent has assigned chats to them. If the user who was marked as Waiting for user comes back, but the agent who handled the chat initially is now offline or logged out. Reassigned by {username}: This value will be present when the chat is manually reassigned by an agent/TL to another agent/TL. Could not be determined: This value will be present if the Chat Reassigned column is True, but there is no reassignment reason. Data does not exist: This value will be present when the historical data does not exist.
10	Team Name	Team Name is the team's system identifier to which the conversation was assigned to. Note: For Agent Name = `gogo`, Team name is the business's default team which was set in business manager section.
11	Chat Initiation Timestamp	This is the first message timestamp for the given conversation. Note that this can be the same for 3 rows if the conversation had 3 engagements from gogo to multiple agents. As this is on a conversation level. Example: `2020-06-25 07:01:05+05:30`
12	First User Message	It is the message sent by the user that is the first message from the end user.
13	Chat pinned time	The time when the chat was pinned to the particular agent. A chat getting pinned means that the chat appears on the agent's screen.
14	Chat handover time	The time at which the chat was assigned to an agent, either from the bot or from an agent to another agent.
15	First Response time	It is the time taken in `hh:mm:ss` format by this specific agent for its first response to the end-user including the pending time.
16	Average response time	It is an average calculated using all response times by this specific agent. Time here is in `hh:mm:ss` format. Example: `30.5` (seconds)
17	Agent First Response Time (without queue time)	It is the time taken in `hh:mm:ss` format by this specific agent for its first response to the end-user excluding the pending time
18	Avg Agent Response Time (without queue time)	It is the average time in `hh:mm:ss` format calculated using all response times by this specific agent excluding the pending time
19	Agent Resolution Time (without queue and wait time)	Total time conversation was pinned to this specific agent in hh:mm:ss format. This excludes the time in pending and waiting for state for this user engagement.
20	Avg Response Time Weights	Weights correspond to the number of times an agent responds after a user message, using these weights, we calculate the average response time of an agent.
21	Queue Time	The total time a conversation was in the queued state before getting assigned to a specific agent in `hh:mm:ss` format. This is the sum of all Queue Times this conversation has had before it got closed.
22	Wait Time	The total time a conversation was in "waiting state" before getting assigned to a specific agent in `hh:mm:ss` format. The conversation was in a waiting state, because either the agent was not online, or the agent might have put the user under the "waiting for user" state. It is the sum of all waiting times the chat was in before it got closed.
23	Closing Category	Disposition reason selected by the agent while closing the conversation.
24	Closing Sub-category	Disposition sub-reason under selected reason selected by the agent while closing the chat.
25	Closing Category comment	Any closing comment add by the agent while closing the conversation Disposition data will be blank in cases when the conversation was either closed by gogo (chatbot), reassigned to another agent/team, or when the conversation autocompleted by the system due to user inactivity.
26	Completion Type	This indicates how this conversation was closed. Agent: If this conversation was closed by an agent. Bot: If this conversation was closed when the user reached the end step of the bot. Autocomplete: When the conversation got autocompleted because of bot state inactivity, waiting for user inactivity, or no agents online and complete on offline was set for the given team. API: When a conversation was completed via an external API. Reassigned : If the conversation is reassigned to another agent.
27	Completed By	This indicates who completed a given chat session. If agent then values would be the `agent_name` who completed the conversation if gogo then values would be the last `node_name` which got identified. if autocomplete then one of the following cases: Bot completed - If completed because of waiting for bot state inactivity Team Offline Flag - If completed because of no agents online and complete on offline was set for the given team. Waiting for User - If completed because of waiting for user inactivity
28	Chat Link	It is the chat link for given conversation of the user. Example: `https://<BASE_URL>/athena/user-info/12345678/?conv_no=14&coll_id=28331000`
29	Notes	Agents can add notes while in a conversation. All added notes will be added in this column with a pipe '\|' separation.
30	Follow-up Time	Agents can set follow-ups when closing a conversation. The follow-up time set up is shown here.
31	Follow-up Comment	Agents can set follow-ups when closing a conversation. The follow-up comment added is shown here.
32	User Rating	When the end-user shares their conversation feedback by giving a rating, this will be recorded and visible in this column.
33	User Comment	When the end-user shares their conversation feedback by giving a rating, the user can also add a text comment which will be recorded and visible in this column.
34	Abandoned By User	When a conversation engagement is abandoned by the end-user that is no user message sent while the agent has this conversation, it's counted as abandoned by the user and we show a Yes value in this column. Read more about it here.
35	Messages Sent By Agent	Total number of messages which were sent by a specific agent to the end-user
36	Messages Sent by user	The total number of messages received from the end-user.
37	Chat closed by agent	It enables you to identify agents who have closed a chat. If a chat involves more than one agent, the value will be True for the one who has handled it last. Note If the same user returns and requests to interact with an agent again, the value will be True in the second instance also, for the agent who closed it last. For example: Consider the following chat flow: Bot > Agent1 > Agent2 > Bot > Agent3 > Agent4 In this scenario, the column will be TRUE for both Agent2 and Agent4.
38	Wait count	This column of the agent report tells you how many times your chat support agent had to set the 'Waiting' status during the conversation. It happens when a user stops replying during the chat discussion but returns later to get a solution to the reported issue. For example: If you see 3 in the Wait count column of the agent report, it means your agent had to wait three times for the user before closing the chat.

Agent Online/Offline Time Report

This report contains the following data:

#	Column Name	Definition
1	Agent Name	It is an agent's unique name who has handled conversations on the system.
2	Online date (Date)	The date on which the agent was Online. If there was no data found for an agent, the report will state No Online time available.
3	Online at (HH:MM:SS)	The timestamp at which the agent's status was changed to Online. If there was no data found for an agent, the report will state, “Agent was online before the start date selected”.
4	Offline date (Date)	The date on which the agent status was changed to Offline. If there was no data found for an agent, the report will state, “No Offline date available”.
5	Offline at (HH:MM:SS)	The timestamp at which the agent's status was changed to Offline. If there was no data found for an agent, the report will state Agent online as of " ".
6	Marked online by	This column specifies who changed the status of the agent to Online. This can either be the agent name or the TL name.
7	Marked offline by	This column specifies who changed the status of the agent to Offline. This can either be the agent name, the TL name, or the system (the system will mark the agent as offline after 2.5 minutes of inactivity by the agent).
8	Time zone	The timezone you have downloaded the report in.

Agent Login/Logout Hours Report

This report contains the following data:

#	Column Name	Definition
1	Agent Name	It is an agent's unique name who has handled conversations on the system.
2	Login date (Date)	The login date of the agent. If there was no data found for an agent, the report will state No Login date available.
3	Loggedin at (HH:MM:SS)	The timestamp at which the agent has logged in. If there was no data found for an agent, the report will state Agent was online before.
4	Logout date (Date)	The date on which the user logged out. If there was no data found for an agent, the report will state No Logout date available.
5	Logged out at (HH:MM:SS)	The timestamp at which the user logged out of the platform. If there was no data found for an agent, the report will state Agent online as of " ".
6	Time zone	The timezone you have downloaded the report in.

Agent Online Hours Report

A new report for measuring the online hours of agents.

This report contains the following data:

#	Column Name	Definition
1	Agent Name	It is an agent's unique name who has handled conversations on the system.
2	Start date (Date)	The time period starts from which the report is generated.
3	Start Time (HH:MM:SS)	The day of the hour on the start day from which the report is generated.
4	End date (Date)	The time period end for which the report is generated.
5	End Time (HH:MM:SS)	The day of the hour on the end day till which the report is generated.
6	Idle Time Session	This displays the time when agents were idle and not receiving any chats.
7	Time zone	The timezone you have downloaded the report in.

Agent Idle Time Report

Idle Time is measured as the number of times an agent was online but not assigned a chat. Read more about it here. The Agent Idle Time report contains a log of all Idle Time sessions for Agents during the report time range.

This report contains the following data:

#	Column Name	Definition
1	Agent Name	The name of the agent in the system
2	Display Name	The display name of the agent
3	Start Date	The start date of the idle agent session
4	Start Time at	The start time of the idle agent session
5	End Date	The end date of the idle agent session
6	End Time at	The end time of the idle agent session
7	Idle Time Session	The total duration of the idle agent session
8	Time Zone	The Time Zone in which the timings are displayed
9	Ongoing	`TRUE` if the idle time session was still active beyond the query time range `FALSE` if the chat was completed during the query time range
10	Idle Start Time before Initiation Time	`TRUE` if the idle time session started before the query time range `FALSE` if the idle time session started during the query time range

Missed Chats Report

The “Missed Chats” report contains a list of chats that were attempted during your non-business hours. Refer to this article to learn more about setting up business operational hours for your teams.

This report contains the following data:

#	Column Name	Definition
1	Chat Link	A link to the chat session transcript
2	Date/time	The time when the user attempted to connect with an Agent
3	Account Name	The name of your account
4	Business ID	A unique identifier for the associated chatbot
5	Conversation ID	A unique identifier for the associated 24 hrs bot conversation
6	User Name	The name of the user as available in our database
7	Channel	The messaging channel where the chat happened (e.g. Whatsapp, Instagram)
8	Team Name	The Team name that the chat was assigned to
9	Auth_ID	This contains the user identifier if custom sign up is enabled. Read more about it here.
10	Phone Number	This contains the user's phone number, if available in "user_details". Read more about it here.
11	Email	This contains the user's email address, if available in "user_details". Read more about it here.

User Feedback Report

User feedback is a useful indicator of overall customer satisfaction with their experience chatting with your support agents on Smart Agent Chat (SAC). Refer to this article to learn more.

This report contains the following data:

#	Column Name	Definition
1	Chat Link	A link to the chat session transcript
2	Business Name	The name of the relevant Business associated with the chat session
3	Conversation Identifier	A unique identifier for the associated 24 hrs bot conversation
4	Channel	The messaging channel where the chat took place (e.g. Whatsapp)
5	User ID	The unique identifier of the user as available in our database
6	User Name	The name of the user as available in our database
7	Team Name	The Team name that the chat was assigned to
8	Agent Name	The system name of the agent the chat was assigned to
9	Agent Display Name	The display name of the agent the chat was assigned to
10	Feedback Triggered Time	The time when the feedback survey was triggered
11	Feedback Submitted Time	The time when the feedback response was submitted by the user
12	Issue Resolved	The user's feedback on whether their issue was resolved (Yes/No)
13	User Feedback Rating	The user's satisfaction rating on a scale of 1-5 (CSAT) or 1-10 (NPS)
14	User Feedback Comment	The text of any additional feedback comment added by the user

Agent Chat Sessions Report

This report is available from 12th December, 2023

Data in this report will be available starting 12th December, 2023, as a separate file sent amongst the detailed reports that are sent over email

NOTE: This report may not contain complete data for dates prior to 12th December, 2023, as certain columns cannot be retrospectively updated. In cases where only partial data is available, the data cells will be left empty, instead of showing partial data.

The Agent Chat Sessions Report contains key information related to Users' chat sessions with Agent. This report contains the following data

#	Column	Definition
1	Chat Link	Link to the transcript of the entire chat session
2	Business Name	Name of the business associated with the chat session
3	Conversation Identifier	Unique identifier for the 24 hours conversation thread that the session is a part of.
4	Team Name	Name of the Team to which the chat was assigned
5	Agent Session ID	Unique identifier for the Agent Chat Session Delete An "Agent Chat Session" starts when a chat is assigned to an Agent's Active Chats inbox, and ends when the chat leaves the Agent's Active Chats inbox by way of closure, assignment to the Inactive Queue, or Re-assignment to another agent.
6	Agent Name	System name of the Agent who handled the chat session
7	Agent Display Name	Display name of the Agent who handled the chat session
8	Auth ID	This corresponds to the Client-specific ID assigned to the User in Contakt's records, set at the time of User creation by the chatbot, and shared at the time of an agent handover.
9	User ID	Unique identifier for the User as per Contakt records
10	User Name	The name of the User (shown when available, or marked as "Guest User" if not)
11	Channel	The messaging platform on which the chat session took place
12	Order	The chronological sequence of the chat session within a 24 hours conversation window. An order value is assigned to sessions that happen with both human agents and chatbots.
13	Session Origin Type	This indicates the manner in which the chat session was initiated, which can be through one of the following: Bot Handover - This means that the session originated from a chatbot handover Agent Reassignment - This means that the session originated by being reassigned by another agent from either the same, or a different team. Team Reassignment (Inactive Queue)- This means that the session was reassigned from the Inactive Queue, which happens in cases where a User is active once again, but the Agent that marked the original chat session as Inactive, is no longer available to handle that session. Team Reassignment (Agent Logout) - This indicates that an chat was reassigned to this Agent from the Team Queue, because the Agent handling the previous session logged out while the session was still active. This may happen in cases of system outages, or accidental agent logouts while chatting.
14	Session End Type	This indicates the manner in which the chat session was ended, which can be in one of the following ways: Closed by Agent - This means that the Agent marked the chat session as completed, and closed the chat session. Reassigned (Agent) - This means that the Agent re-assigned the chat session to a different agent either in the same or a different Team. Reassigned (Inactive Queue) - This means that the chat was waiting in the Inactive Queue, and subsequently reassigned to a different Agent, as the same Agent was unavailable when the User became active again. Reassigned (Agent Logout) - This means that the chat session was reassigned to the Team Queue as the Agent logged out while the chat was still active. This may happen in cases of system outages, or accidental agent logouts while chatting. Auto-Closed (Abandoned) - This indicates that the User was placed in the Inactive Queue, and their chat was subsequently auto-closed by the system as the User didn't return within the Inactivity timeout. Auto-Closed (Team Offline) - This indicates that the chat session was auto-closed by the system, because the Agent handling the chat logged out while the chat was still active, and no other Agents in that Team were logged in at the time. This may happen in cases of system outages, or accidental agent logouts while chatting.
15	Agent Session Start Time	The date and time at which the Agent Session started. This time is displayed as per the time zone set for your Smart Agent Chat account.
16	Agent Session End Time	The date and time at which the Agent Session ended. This time is displayed as per the time zone set for your Smart Agent Chat account.
17	Agent Handling Time	The total duration (in HH:MM:SS format) during which the Agent handled the chat. This does not include the time during which a chat is in the Team or Agent Queue, or the time a chat session is waiting in the Inactive Queue (Waiting for User).
18	Total User Inactive Time	Indicates the total duration of time the chat session was in the Inactive Queue, across all instances when it was placed in the Inactive Queue. This duration ends either when the chat returns to a queue, or is auto-closed due to inactivity timeout.
19	Inactive Queue Count	Indicates the number of times the chat session was assigned to the Inactive Queue by the Agent.
20	Reassigned to other Team	Marked as "Yes" if the chat session ended by getting reassigned to an agent from a different Team, and “No” if it was either reassigned to an agent on the same Team, or not reassigned.
21	Reassign Team Name	Indicates the name of the Team to which the chat session was reassigned.
22	Reassigned Agent Name	Indicates the name of the Agent to which the chat session was reassigned.
23	Queue Time	Shows the total time the User waited in either the Team or an Agent's queue before the start of the chat session, or before getting reconnected to an Agent.
24	Agent First Response Time	Shows the time it took from chat assignment, for the agent to send their first response to the User. This doesn't include any automated messages sent by the system.
25	Agent Average Response Time	The average time taken by the agent to send responses (including the first response) to the User during the chat session. This doesn't include any automated messages sent by the system.
26	Messages Sent By Agent	Shows the total count of individual messages sent by the Agent during this chat session
27	Messages Sent By User	Shows the total count of individual messages sent by the User during this chat session
28	Notes	Contains a comma separated list of strings containing all the Notes added by the Agent during this chat session
29	Closing Category	Contains the Closing Category assigned by the Agent while marking the chat session as complete.
30	Issue Type	Contains the relevant "Reason" assigned by the Agent while marking the chat session as complete.
31	Issue Sub-Type	Contains the relevant "Sub-Reason" assigned by the Agent while marking the chat session as complete.
32	Closing Category Comment	Contains the comments added by the Agent while marking the chat session as complete.
33	Custom Fields	Contains a nested object with the Custom Fields values assigned by the Agent while marking the chat session as complete.
34	Feedback Triggered Time	The date and time at which the Agent Chat Feedback Survey was triggered after the chat session was closed. This time is displayed as per the time zone set for your Smart Agent Chat account.
35	Feedback Submitted Time	The date and time at which the User responded to the Agent Chat Feedback Survey. This includes the time of the User's first response, and is recorded even in cases of partial responses from the User. This time is displayed as per the time zone set for your Smart Agent Chat account.
36	Issue Resolved	Indicates the user's response to the feedback survey question for whether the issue was satisfactorily resolved (either a "Yes" or a "No"). Marked as "Not Applicable" if no response was received.
37	User Feedback Rating	Indicates the rating given by the User as part of the Feedback Survey, on a scale of 5 for CSAT, and 10 for NPS. Marked as "Not Applicable" if no response was received.
38	User Feedback Comment	Shows the feedback comment submitted by the User as part of the feedback survey
39	User Details - Custom Data	Contains a nested JSON Object containing all Case Information collected by the chatbot about the User and the Chat session. This information is also used for the purpose of Chat Assignment Rules. Delete Since this column may contain PII data, please ensure that you use the PII Masking feature available in General Settings to mask any PII fields. Fields that are masked will not be shown on the emailed reports.
40	Assignment Rule Applied	Indicates the Chat Assignment Rule that was triggered while assigning the chat to a Team. This is only applicable if the Chat Assignment Rules feature is enabled, and the Session Start Type is "Bot Handover". In other cases, this column will remain empty. If none of the Chat Assignment Rules were satisfied, the value assigned in this column will be "Fallback Team".

SLA Performance Report

This report is available from 12th December, 2023

Data in this report will be available starting 12th December, 2023, as a separate file sent amongst the detailed reports that are sent over email.

NOTE:

This report is only available if you have enabled SLA Management. Read more about it here.
This report may not contain complete data for dates prior to 12th December, 2023, as certain columns cannot be retrospectively updated. In cases where only partial data is available, the data cells will be left empty, instead of showing partial data.

The SLA Performance Report contains key information related to SLA performance along SLA policies defined for Chats. by Agents in your Teams.

#	Column	Definition
1	Chat Link	Link to the transcript of the entire chat session
2	Business Name	Name of the business associated with the chat session
3	Conversation Identifier	Unique identifier for the 24 hours conversation thread that the session is a part of.
4	Team Name	Name of the Team to which the chat was assigned
5	Agent Session ID	The Unique identifier for the Agent Chat Session Delete An "Agent Chat Session" starts when a chat is assigned to an Agent's Active Chats inbox, and ends when the chat leaves the Agent's Active Chats inbox by way of closure, assignment to the Inactive Queue, or Re-assignment to another agent.
6	Agent Name	System name of the Agent who handled the chat session
7	Agent Display Name	Display name of the Agent who handled the chat session
8	User ID	Unique identifier for the User as per Contakt records
9	User Name	The name of the User (shown when available, or marked as "Guest User" if not)
10	Channel	The messaging platform on which the chat session took place
11	Session Origin Type	This indicates the manner in which the chat session was initiated, which can be through one of the following: Bot Handover - This means that the session originated from a chatbot handover Agent Reassignment - This means that the session originated by being reassigned by another agent from either the same, or a different team. Team Reassignment (Inactive Queue)- This means that the session was reassigned from the Inactive Queue, which happens in cases where a User is active once again, but the Agent that marked the original chat session as Inactive, is no longer available to handle that session. Team Reassignment (Agent Logout) - This indicates that an chat was reassigned to this Agent from the Team Queue, because the Agent handling the previous session logged out while the session was still active. This may happen in cases of system outages, or accidental agent logouts while chatting.
12	Session End Type	This indicates the manner in which the chat session was ended, which can be in one of the following ways: Closed by Agent - This means that the Agent marked the chat session as completed, and closed the chat session. Reassigned (Agent) - This means that the Agent re-assigned the chat session to a different agent either in the same or a different Team. Reassigned (Inactive Queue) - This means that the chat was waiting in the Inactive Queue, and subsequently reassigned to a different Agent, as the same Agent was unavailable when the User became active again. Reassigned (Agent Logout) - This means that the chat session was reassigned to the Team Queue as the Agent logged out while the chat was still active. This may happen in cases of system outages, or accidental agent logouts while chatting. Auto-Closed (Abandoned) - This indicates that the User was placed in the Inactive Queue, and their chat was subsequently auto-closed by the system as the User didn't return within the Inactivity timeout. Auto-Closed (Team Offline) - This indicates that the chat session was auto-closed by the system, because the Agent handling the chat logged out while the chat was still active, and no other Agents in that Team were logged in at the time. This may happen in cases of system outages, or accidental agent logouts while chatting.
13	Agent Session Start Time	The date and time at which the Agent Session started. This time is displayed as per the time zone set for your Smart Agent Chat account.
14	Agent Session End Time	The date and time at which the Agent Session ended. This time is displayed as per the time zone set for your Smart Agent Chat account.
15	Queue time	Shows the total queue wait time for the chat session, before it was assigned to an agent.
16	Queue time (SLA Set)	Indicates the SLA value for Queue Wait Time that was set for the chat session.
17	Queue time (SLA Achieved)	Indicates whether the SLA set for Queue Wait Time was achieved (Yes/No).
18	Agent Handling Time	The total duration (in HH:MM:SS format) during which the Agent handled the chat. This does not include the time during which a chat is in the Team or Agent Queue, or the time a chat session is waiting in the Inactive Queue (Waiting for User).
19	Agent Handling Time (SLA Set)	Indicates the SLA value for Agent Handling Time that was set for the chat session.
20	Agent Handling Time (SLA Achieved)	Indicates whether the SLA set for Agent Handling Time was achieved (Yes/No).
21	Agent First Response Time	Shows the time it took from chat assignment, for the agent to send their first response to the User. This doesn't include any automated messages sent by the system.
22	Agent First Response Time (SLA Set)	Indicates the SLA value for First Response Time that was set for the chat session.
23	Agent First Response Time (SLA Achieved)	Indicates whether the SLA set for First Response Time was achieved (Yes/No).
24	Agent Average Response Time	The average time taken by the agent to send responses (including the first response) to the User during the chat session. This doesn't include any automated messages sent by the system.
25	Average Response Time (SLA Set)	The SLA value for Average Response Time that was set for the chat session.
26	Average Response Time (SLA Achieved)	Whether the SLA set for Average Response Time was achieved (Yes/No).
27	Messages Sent By Agent	Shows the total count of individual messages sent by the Agent during this chat session
28	Messages Sent By User	Shows the total count of individual messages sent by the User during this chat session