Agent Chat Summary

The Agent Chat Summary report provides overall Multimedia Chat statistics for individual selected agents. Columns featured on this report display chat count, accepted and missed chat count, average chat speed of answer, and total chat duration.

This report is an agent summary report. This means that each agent selected will be displayed on their own individual line next to their specific statistics for the given report.

Note: This report requires the Multimedia Chat license.

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Multimedia Web Chat

The Web Chat feature requires the Multimedia Web Chat License. If the license has not been assigned the columns of the report will display empty.

Column Descriptions


Agent

Displays the names of the selected agents in alphabetical order.


Chat Count

Shows the total number of inbound chats associated with the given agent.


Accepted Chat Count

Shows the total number of inbound chats that were accepted by the given agent.


Missed Chat Offer Count

Shows the total number of inbound chats that were missed by the given agent.


Total Chat Duration

Shows the total duration of all Chat events associated with the given agent.