Performance report

Created tickets - number of tickets which were created by your customers or your agents.
Resolved tickets - number of resolve actions which happened, one ticket can be resolved multiple times.
Answers - all emails sent out from the system like New tickets created by agents, replies on emails received from customers, replies on tickets from contact forms, basically all answers except "Chat messages".
Incoming messages - replies or new tickets (email, contact form, facebook, twitter) send into the system by customers.
Open answer avg time - average time it took to send an answer in a ticket with state "Open", so basically the average time it takes for tickets to change from status "Open" to "Answered".
New answer avg time - average time it took to send an answer in a ticket with state "New", so basically the average time it takes for tickets to change from status "New" to "Answered".
Open answer avg time SLA - the same as Open answer avg time, but time is computed only within business hours (if business hours are defined in ticket's current SLA level).
New answer avg time SLA - the same as New answer avg time, but time is computed only within business hours (if business hours are defined in ticket's current SLA level).
First Resolve avg time - average time it took to resolve ticket for the first time.
First Assign avg time - average time it took to assign ticket to an agent for the first time.
 
 
Rewards - positive ratings your agents received in chats or tickets.
Rebukes - negative ratings your agents received in chats or tickets.
Not ranked - neutral rating, when customer clicked on "It was OK" button or closed the rating menu (can be closed in mobile version of chat window by clicking an X icon).
Rewards % - percentage of positive ratings from all rated chats, example: agent has 9 rewards and 1 rebuke, his reward % is 90%.
Rebukes % - percentage of negative ratings from all rated chats, example: agent has 9 rewards and 1 rebuke, his rebuke % is 10%.
Not ranked % - percentage of neutral ratings from all rated chats, example: agent has 7 rewards and 1 rebuke and 2 not ranked, his not ranked % is 20%.
 

Calls - all incoming calls initiated by a customer that your agents answer.
Outgoing calls - all outgoing calls initiated by your agents.
Incoming calls - all incoming calls that started ringing. Even those that the agent didn't answer either because the customer hung up sooner or because the agent wasn't available to answer in given time (30 seconds).
Finished calls - useful specifically in Tag report, where you can see how many calls ended with given tag assigned, so basically how many calls had tag X assigned when the status of the call changed from "Calling" to "Resolved".
Missed calls - calls that the agents did not answer within 30 seconds (before they were transferred to next available agent) from the time they started to ring. Calls hung up by the customer within the 30 seconds period do not count here.
Unanswered calls - calls started and hung up by a customer before an agent could pick up the call. This counts also calls which were cancelled still in IVR steps so even calls your agents had no chance to pick up.
Call minutes - sum of durations of all calls.
Outgoing call minutes - total number of minutes your agents called out in given day.
Call average time - average time of a call initiated by a customer in the given day.
Outgoing call average time - average time of an outgoing call initiated by an agent in the given day.
Internal calls - used only with Digitale - Slovak VoIP provider, the number of calls between different internal extensions of a company while at least one of the extensions must be associated with LiveAgent.
Internal call minutes - sum of duration of all internal calls.
Internal call average time - average time of an internal call.
 
 
Chats - incoming chats initiated by customers or even started directly by an agent from the online visitors screen. Also number of "Chats" is increased if another agent joins a chat. As an example let's take Agent A and customer X who are engaged in a chat together. Agent A isn't sure about something so he asks a colleague Agent B to join the chat. This single chat would then be counted twice in the statistics, one for each agent who participated in the chat. If you wish to see the number of chats your agents had over some time then more accurate statistic is the one of "Finished chats".
Chat messages - replies/messages sent in a chat to a customer by an agent.
Missed chats - chats that the agents did not answer within 30 seconds (before they were transfered to next available agent) from the time they started to ring. If there is only one agent available in given department then the chat isn't transferred and the number increases for every other 30 seconds the chat is ringing without being answered. So it is possible to get for example 4 missed chats for 1 chat that has been ringing longer then 120 seconds.
Chat pickup - number of chats started via a chat button and answered by an agent. So when compared to the Chats column it won't increase when an agent just joined an existing chat. However this column doesn't include chats from proactive invitations, chats started from an existing ticket via My tickets section and chats initiated by the agent manually from the Online visitors screen.
Incoming chats - all chats initiated by customers, even those which were not answered by any agent.
Finished chats - this report counts all ended chats. So, all chats started by a customer and answered by agent. This report can be very useful specifically in Tag report, where you can see how many chats ended with given tag assigned, so basically how many chats had tag X assigned when the status of the chat changed from "Chatting" to "Resolved".
Unanswered chats - chats started and closed by customer before agent could answer.
Chat pickup avg time - average time it took the agents to answer a ringing chat, including time spent in queue. Basically the average time it takes for chats to change from status "Ringing" an ''In queue'' to "Chatting".
Chat avg time - average time of a chat, so basically the average time it takes for chats to change from status "Chatting" till moment when agent or customer "Close a chat".

Ready to try LiveAgent?

It's free for the first 14 days! No credit card required.

Get Started
We work well with others...
Magento Joomla Wordpress Mailchimp
Contact us

support@ladesk.com

+1-800-811-6590 (Toll Free in USA & Canada)

+421 2 33 456 826 (European Union & Worldwide)

Quality Unit, LLC 616 Corporate Way, Suite 2-3278 Valley Cottage, NY 10989

Stay in touch
Blog Google+
© 2004-2015 QualityUnit.com, All rights reserved