Reporting & analytics overview

Reporting & analytics overview

Last Updated January 18, 2023
Table of Contents

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

MetricDescription
Handled The total count of agent assigned conversations that (s)he has resolved
MissedThe total count of assigned conversations that the agent did not join before timeout
Transferred outThe total count of transferred out conversations that were transferred out by the agent

Agent Performance report

MetricDescription
Average First Response TimeThe 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 ResponseThe longest time taken for an agent to provide an initial response to a conversation
Longest Handling TimeThe longest amount of time an agent took to resolve a customer’s issue
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