Agent Reports
Analyze individual agent performance, chat volumes, availability patterns, transfer rates, and workload balance across your team.
The Agent tab contains 12 reports focused on how your agents are performing. Use these reports to monitor workload distribution, track availability, identify training needs, and recognize high performers.
Chat Volume by Agent
These reports show how many conversations each agent handled and their associated service metrics.
Chats by Agent
Shows conversation volume and response time metrics for each agent in your organization.
| Metric | Description |
|---|---|
| Chats | Total conversations handled by the agent |
| Avg Response | Average time for the agent to send their first reply |
| Avg Duration | Average total conversation length |
| Avg Wait | Average time customers waited before being connected to this agent |
Use this report to:
- Identify workload distribution across your team
- Compare agent response times to set performance benchmarks
- Spot agents who may need additional support or training
- Recognize high performers
Only conversations where an agent responded are included. Conversations handled solely by bots, or where an agent was assigned but did not reply, are excluded.
Chats by Agent by Channel
Shows agent performance with a breakdown of how many conversations each agent handled on each channel type (WhatsApp, Web, Messenger, etc.).
In addition to the standard metrics (Chats, Avg Response, Avg Duration, Avg Wait), this report includes a column for each channel type showing the conversation count per channel.
Use this report to:
- See which channels each agent handles most
- Identify specialists in specific channel types
- Balance multi-channel workloads across the team
- Plan cross-training for underrepresented channels
Chats by Agent by Specific BU
Shows agent performance within a selected Business Unit, with separate sections for Inbound, Outbound, and Transfer conversations.
Each section displays Chats, Avg Response, Avg Duration, Avg Wait, and a channel breakdown per agent.
Use this report to:
- Compare agent performance within a specific team
- Understand the inbound, outbound, and transfer workload split
- Identify which agents handle more customer-initiated vs agent-initiated conversations
You must select a specific Business Unit from the dropdown before running this report.
Chats by Agent by Day
Displays each agent's daily conversation volume as a multi-line chart, making it easy to compare workload distribution over time.
Use this report to:
- Track individual agent productivity over time
- Identify agents with inconsistent workloads
- Compare team members during the same period
- Spot trends related to shift patterns or absences
Chats by Agent by Day by BU
Shows daily conversation trends for agents within a specific Business Unit, filtered by the BU you select.
Use this report to:
- Monitor agent productivity within a specific team or department
- Compare performance across agents in the same business unit
- Track workload distribution within a focused group
Agent Availability
Monitor when your agents are online, busy, or offline. These reports provide three different views of agent availability.
Agent Availability
Lists every status change for a selected agent, showing when they logged in, went busy, became available, or logged out.
| Column | Description |
|---|---|
| Date/Time | When the status change occurred |
| Availability | The new status (Login, Logoff, Free, Busy) |
Use this report to:
- Audit agent working hours and login times
- Investigate gaps in availability
- Verify shift adherence
- Track how often agents go to busy status
Select a specific agent from the dropdown to view their availability history.
Agent Availability Timeline
Displays a visual timeline chart showing when the selected agent was available (green), busy (red), or offline (gray) throughout each day.
Each day is shown as a horizontal bar with coloured blocks representing status periods, along with a summary of total time spent in each status.
Use this report to:
- Visualize an agent's working patterns at a glance
- Identify long busy periods that may indicate heavy workload
- Spot inconsistent availability patterns
- Compare actual working hours against expected shifts
Agent Availability Heatmap
Displays a grid showing the dominant status (available, busy, or offline) for each agent during each hour of the day, averaged across the selected date range.
| Element | Description |
|---|---|
| Agent rows | One row per agent |
| Hour columns | 24 columns for each hour of the day |
| Cell colours | Green (available), orange (busy), gray (offline) |
| Totals | Total time in each status per agent |
Use this report to:
- Identify team coverage gaps during specific hours
- Plan shift schedules based on actual availability patterns
- Spot agents who are frequently busy or offline during peak hours
- Ensure adequate coverage across all time zones
Hours are shown in UTC.
Agent Performance Analysis
Deeper analysis of agent efficiency, transfers, and missed conversations.
Transfer Rate Analysis
Identifies which agents are transferring conversations and how often, helping you spot training needs and routing issues.
| Metric | Description |
|---|---|
| Total Chats | Total conversations handled by the agent |
| Transferred Out | Conversations the agent transferred to someone else |
| Received Transfers | Conversations transferred to this agent from others |
| Transfer Rate % | Percentage of conversations transferred out |
Use this report to:
- Identify agents who may need additional training (high transfer rates)
- Evaluate routing rule effectiveness
- Understand workload flow between teams
Some transfers are expected based on role specialization. Consider the agent's role before interpreting high transfer rates as a problem.
Message Count Analysis
Analyzes the number of messages exchanged per conversation, broken down by agent, to help measure communication efficiency.
| Metric | Description |
|---|---|
| Chats | Total conversations handled |
| Avg User Msgs | Average messages from customers per conversation |
| Avg Agent Msgs | Average messages from the agent per conversation |
| Avg Total Msgs | Average total message exchange |
Use this report to:
- Identify conversations requiring excessive back-and-forth
- Measure conversation complexity across agents
- Compare agent communication efficiency
- Find agents who may need coaching on concise responses
Lower message counts often indicate efficient resolution, but context matters. Complex issues naturally require more messages.
Agent Workload Balance
Shows how conversations are distributed across your team, highlighting imbalances in workload.
| Metric | Description |
|---|---|
| Chats | Total conversations handled by the agent |
| Team Average | Average conversations across all agents |
| Deviation % | How far above or below the team average this agent is |
| Workload Index | Ratio to average (1.0 = average, 1.5 = 50% above average) |
Use this report to:
- Ensure fair work distribution across your team
- Identify over-utilized agents who may burn out
- Spot under-utilized agents who could take more load
- Evaluate and optimize routing rules
A Workload Index above 1.2 indicates heavy load; below 0.8 suggests under-utilization. Consider skill-based routing when analyzing imbalances.
Missed Chat Analysis
Provides a comprehensive analysis of conversations where customers abandoned before receiving a response.
The report includes multiple sections:
- Summary — Total missed chats and average wait time before abandonment
- By Hour — When missed chats occur most frequently
- By Day of Week — Which days have the most abandoned chats
- By Channel — Which channels have abandonment issues
- Wait Time Before Abandon — Distribution of how long customers waited before leaving
Use this report to:
- Reduce overall abandonment rate
- Understand when and why users give up
- Improve first-response SLA
- Identify problematic channels or time periods
A chat is considered missed when the user closed before receiving an agent response.