Reporting: Agent Utilization Column Definitions
Site Name
The account which the agent activity is being reported. This column is only
relevant if you are managing multiple Velaro accounts (such as a call center)
User
The agent that is represented for this specific date. When viewing the agent
utilization report over a date range greater than a single day, you can group the
results by this field to view a consolidated report of individual agent statistics.
Date
The date which represents the provided statistics for each agent. Group the
results by this field to view a consolidated report of all agents statistics
Logged In (TTA)
TTA represents the total amount of time that the agent was logged in to the
Velaro desktop agent. This statistic does not differentiate between availability
and transfer only mode. If the agent is logged in to the desktop, regardless of
their availability status, it is counted towards they TTA metric.
Total Chats
Represents the total number of chats this agent was involved in for the given time
period.
Total Chat Time (TCT)
Represents the total amount of time the agent was involved in all chats. This
metric is a simple cumulative time derived by adding the total amount of time the
agent was in each individual chat.
Linear Chat Time (LCT)
Represents the total amount of actual time the agent was chatting, regardless of
the number of simultaneous chats they were involved in.. This metric is similar
to Total Chat Time, however, it takes in to account times when the agent was
involved in more than a single chat and does not "double count" them.
Average Chat Time (ACT)
Represents the average amount of time the agent was involved in chats. This
metric is derived by dividing Total Chat Time (TCT) by Total Chats.
Multi Chat Time (MCT)
Represents the total amount of time the agent was involved in two or more chats.
Idle Time
Represents the total amount of time the agent was not chatting while they were
logged in. This metric is derived by subtracting Linear Chat Time (LCT) from
Logged In (TTA).
Agent Utilization (Util)
Represents the percent of time the agent was involved in chats relative to the
amount of time they were logged in. This metric is derived by dividing Total
Chat Time (TCT) by Logged In (TTA).
Average Response Time (ART)
Represents the average amount othe agent took to respond to individual visitor
submissions with in each chat. Every time the visitor types and adds a new line
of text to the chat, the timer "starts". Once the agent responds, the response time
is saved and becomes part of the calculation used to determine this metric.
Response Efficiency (REF)
This metric allows you to gauge the agent's response times against corporate
expectations. Use the Response Gauge (seconds) option at the top of the report
to set the expected average response time. After clicking the update button, this
metric will adjust on each line of the report accordingly. Agents performing
better by responding to inquiries faster that the value entered in the Response
Gauge are presented with a REF above 100%. Agents performing slower than
the value presented in the Response Gauge are presented with a REF lower than
100%.
Proactive Chat Requests (PCR)
Represents the number of times the agent proactively invited visitors on your
website to chat.
Proactive Chat Sessions (PCS)
Represents the number of chat sessions that were actually started as a result of
proactive chat requests (PCR).
Abandonments (ABD)
Represents the number of chat sessions this agent was involved in that results in
an abandoned chat. A chat is considered abandoned when, after the chat is
actually initiated, the visitor exits the chat without typing any initial text.
User Comments
by
John P
added Friday, November 13, 2009
Good article!
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