Agent Chat Productivity by Channel

Report Summary	Daily Agent productivity by Chat report
Status	CUIC DEVELOPED, EF-BI NOT_DEVELOPED, EFBI-Custom NOT_DEVELOPED

Reporting Fields

Fields	Description
Date	Selected date from the filter
Agent Name	Name of the agent
Channel Name	Name of the chat channel
Chats Offered	The total number of chats offered to an agent
Chats RONA	The number of offered chats ended in RONA
Chats Abandoned	The number of chats abandoned on agent Terminal
Chats Answered	The number of chats answered by an agent
Chats Transferred	The number of chats transferred to an agent
Chats Conferenced	The number of chats where the agent is in the conference
Total Chats	Answered + Transferred + Conferenced
Average Handle Time	(Total Chat Duration / Total Chats) in hh:mm:ss format