System Reports
System Level Charts and Reports
| Chart Name | Chart Description | Chart Type |
|---|---|---|
| Accepted vs Declined/Ignored per Agent | This report shows the Accepted versus Declined/Ignored chats per Agent for a specific date. | |
| Bar Graph | ||
| ASA by Agent | This report shows the Average-Speed-to-Answer in seconds for chats that the agent accepted and was connected with. This is essentially an average of the wait times for the chats that the agent accepted. | Bar Graph |
| ASA by Queue | This report shows the Average-Speed-to-Answer by Queue. This is an average for every chat that has gone through the Queue. | Bar Graph |
| Available Agents over 24 Hours | This report shows the Agents Available over time for a specific date. | Line Graph |
| Average Chat Duration | The Average Chat Duration report shows the average amount of time spent in all chats across all Queues. | Bar Graph |
| Average Chat Duration by Agent | This is the average duration of the chats accepted and serviced by each agent. This is calculated from the Connected Time of each chat session that the agent accepted. | Bar Graph |
| Average Chat Duration by Queue | This shows the average total time spent in all chats but will be separated by Queue. | Bar Graph |
| Average Guest Rating by Agent | This graph shows the Agents' average performance rating from the Guests they have taken chats with. | Bar Graph |
| Average Guest Rating over Time | This chart shows the average performance rating given to all agents over time. | Line Graph |
| Basic Details | The Basic Details chart shows high-level information about the chats going through Chime such as what queue it is in, guest name, question, wait time, agent name, etc. | Table Chart |
| Chat Statistics (2.6) | This Chart shows statistics of chats for all queues, such as total chats, chat types, average wait time, etc. | Bar Graph |
| Concurrent Chat Percentage by Agent | This is the percentage of each agent’s chats that were serviced concurrently. A concurrent chat is defined as any chat whose duration from start to end overlaps with another chat for the same agent. A single chat is defined as a chat that does not overlap in time with another chat. | Bar Graph |
| Concurrent Chat Percentage by Queue | This is the percentages of concurrent chats vs. single chats of all agents for each queue. | Bar Graph |
| Concurrent Chat Percentage over Time | This chart shows the percentages of concurrent chats vs. single chats of all agents for a queue over a period of one day. | Bar Graph |
| Connected vs Unconnected | Shows the total number of both connected and unconnected chats for all combined queues per day or month. | Line Graph |
| Connected vs Unconnected by Queue | Shows the total number of both connected and unconnected chats for each queue per day or month. | Bar Graph |
| Conversations by Agent | This shows the number of chats serviced by each agent over the specified time period. These are chats where the expert accepts the chat and is connected to the guest, and then completes the chat. | Bar Graph |
| Conversations by Guest | Total number and type of conversations for each Guest in specified Queue. | Bar Graph |
| Declined/Ignored by Queue | Total number of ignored chats vs declined chats of all Agents for each queue. | Bar Graph |
| Declined/Ignored by Queue Over Time | Total number of ignored chats vs declined chats of all Agents for each queue over a period of one day. | Line Graph |
| Declined/Ignored Over Time | This chart shows the amount of chats that were declined/ignored in every queue over a period of time. | Line Graph |
| Declined/Ignored per Agent | This report counts the number of times an agent has declined or ignored a prompt to accept and service a chat. Each prompt that the agent receives would count here, so it would be possible for an agent to ignore or decline the same chat multiple times. | Bar Graph |
| Guest Ratings (2.6) | Ratings and comments by the guest on their satisfaction. | Table Chart |
| Inbound Chats By Queue | This chart shows the total number of inbound chats for each Queue. | Bar Graph |
| Inbound vs Answered | The Inbound vs Answered report shows the total number of inbound chats vs. answered chats per day or month. | Line Graph |
| Number of Connected Chats | This report shows the total number of connected chats over a time period. | Line Graph |
| Number of Inbound Chats | This report shows the total number of inbound chats over a certain time period. | Line Graph |
| Sessions by Problem Tag | Shows a pie chart of all the relative problem tags from all the conversations | Pie Chart |
| Sessions by Session Tag | Shows a pie chart of all the relative session tags from all the conversations | Pie Chart |
| Total Chat Duration by Agent | The Total Chat Duration by Agent report shows the total time spent in chat per agent over a period of time. | Bar Graph |
| Total Chat Duration by Queue | This report shows the total time spent in chat of all agents and separates the data for each Queue. | Bar Graph |
| Unresolved Sessions (2.6) | This report shows all chats that have not been marked as 'Resolved' over a specified period of time. | Table Chart |
| Webchat vs. IM Chats (2.6) | Shows how many chats have come through a web portal vs. a Teams client | Bar Graph |
fghazi