(3.15) Agent Availability for Chat Report
| Report Summary | Day Wise statistics on agent availability |
|---|---|
| Status | CUIC DEVELOPED, EF-BI NOT DEVELOPED, EFBI-Custom DEVELOPED |
Reporting Fields
| Reporting Fields | Description |
|---|---|
| Date | Selected date from the filter |
| Agent Name | Name of the agent |
| Chats Served | Number of chat served (answered) by the agent |
| RONA | Number of chats not served by the agent in pre-configured time |
| Logged On | Login duration of the agent in hh:mm:ss format |
| Available For Chat | The duration of the agent remained in the READY state in hh:mm:ss format |
| Active For Chat* | The duration of the agent remained in the ACTIVE state in hh:mm:ss format |
| Busy | The duration of the agent remained in a BUSY state in hh:mm:ss format |
| Interrupted | The duration of the agent remained in the INTERRUPTED state in hh:mm:ss format |
| Pending Not Available For Chat** | The duration of the agent remained in a pending NOT_READY state in hh:mm:ss format |
| Not Available For Chat | The duration of the agent remained in a NOT_READY state in hh:mm:ss format |
| Availability % | (Available for Chat / Logged On) * 100 |
*Active For Chat
The state of the agent when handling one or multiple chats and has the capacity to accept more chats.
**Pending Not Available For Chat
The state of the agent where he/she has ongoing chats and will not accept any new chat.
Filters
- Date & Time
- Agent(s) - Not available in EFBI-Custom