Customer Contact reports are a presentation of Customer Contact metrics that helps you identify actionable insights related to the customer experience. They summarize analytics, agent rankings, service level agreement (SLA) compliance reports, agent availability, and customer satisfaction ratings.
Agent Reports Metrics
Below is a list of what the agent reports measures, and how each metric is being calculated.
Agent Activity report
|Handled||The total count of agent assigned conversations that (s)he has resolved|
|Missed||The total count of assigned conversations that the agent did not join before timeout|
|Transferred out||The total count of transferred out conversations that were transferred out by the agent|
Agent Performance report
|Average First Response Time||The average amount of time taken for an agent to provide an initial response to a conversation|
|Average Handling time||The average amount of time taken for an agent to resolve customers’ issues|
|Longest First Response||The longest time taken for an agent to provide an initial response to a conversation|
|Longest Handling Time||The longest amount of time an agent took to resolve a customer’s issue|