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Reports

The conversation reports which have occurred over time can be viewed in the Reports section.

Click on Reports in the Live Agent Dashboard sidebar.

Live Agent Dashboard Screen
Live Agent Dashboard

The screen will show an overview of all the reports.

Live Agent Reports Home Screen
Reports

Overview

Click on the Overview tab in Reports. A graph will show all the open Conversations and agent statuses.

It also shows the number of open conversations assigned to different agents.

Overview Report Screen
Overview Report Screen

Agents

Click on the Agents tab in Reports and select an agent. A graph will show the Conversations of the chosen agent that have occurred during the selected days.

A report can be generated for various time durations. This can be done by selecting a time window in the drop-down list, as shown below. By default, this is set for the last seven days.

Report Duration selection drop down
Report Duration Selection

Conversations

Click on the Conversations tab in Reports. A graph will show the Conversations that have occurred during the selected days. When hovering the mouse cursor over a particular chart, the details of Conversations that happened that day can be seen.

Conversations Report Screen
Conversations Report

Incoming Messages

Click on the Incoming Messages tab in Reports. A graph will show the number of incoming messages that occurred on the selected days. When hovering the mouse cursor over a particular chart, the number of incoming messages that happened that day can be seen.

Incoming Messages Report Screen
Incoming Messages Report

Outgoing Messages

Click on the Outgoing Messages tab in Reports. A graph will show the number of outgoing messages that occurred on the selected days. When hovering the mouse cursor over a particular chart, the number of outgoing messages that happened that day can be seen.

Outgoing Messages Report Screen
Incoming Messages Report

First Response Time

Click on the First Response Time tab in Reports. A graph will show the average number of hours taken to give the first response to a Conversation with a customer. In addition, when hovering the mouse cursor over a particular chart, the average number of hours taken for the first response for that specific day can be seen.

First Response Time Report Screen
First Response Time Report

Resolution Time

Click on the Resolution Time tab in Reports. A graph will show the average hours to resolve a particular Conversation with a customer. When hovering the mouse cursor over a specific chart, the average number of hours taken for determining conversations for that particular day can be seen.

Resolution Time Report Screen
Resolution Time Report

Resolution Count

Click on the Resolution Count tab in Reports. A graph will show the number of Conversations resolved on the selected days. When hovering the mouse cursor over a particular chart, the number of Conversations determined on that day can be seen.

Resolved Count Report Screen
Resolved Count Report

Download Agent Reports

Details of Agents' performance can be done by clicking the Download Agent Reports button at the top right-hand side of the page. The report will be downloaded in CSV format. An example is given below.

Download Report Button
Download Report
Downloaded Report  in CSV File format
Report CSV Format
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