Agent Chat Productivity by Queue

Report SummaryDaily Agent Productivity by Queue Report


Reporting Fields

DateSelected date from the filter
Agent NameName of the agent
Queue NameName of the queue
Chats OfferedThe total number of chats offered to an agent
Chats RONAThe number of offered chats ended in RONA
Chats AbandonedThe number of chats abandoned on agent Terminal
Chats AnsweredThe number of chats answered by an agent
Chats TransferredThe number of chats transferred to an agent
Chats ConferencedThe number of chats where the agent is in the conference
Total ChatsAnswered + Transferred + Conferenced
Average Handle Time(Total Chat Duration / Total Chats) in hh:mm:ss format


  • Date & Time
  • Queue(s) - Not available in EFBI-Custom
  • Agent(s) - Not available in EFBI-Custom