Inbound Chat Summary

The Inbound Chat Summary helps you monitor and compare relevant information about your agent's performance per week. You can view the best-performing agents and compare this week's and last week's service level and development metrics. 

Report Data

A comparison of completed and missed chats from last week versus the current week

• Completed Chats refer to closed or finished conversations.
• Missed Chats refer to conversations when no agent was available and the client has ended the chat. Typically would refer to web chat.

A service level comparison from last week versus the current week 

• Average waiting time is the average time it took for customers to wait for an agent to become available.
• Average response time is the average time it took for the agent to respond to the client from the moment the chat was allocated.
• Average duration time is the average time it took for the conversation to be finished.
• Missed average wait time is the average time the customer waited for an agent to become available but then closed the chat. 
   

An agent leaderboard

In this report, you will access the statics from each of your agents. The information will be organized from best performing to least from the list of agents in your business.

• Number of Chats is the total number of chats the agent has closed within the current week
• Average waiting time is the average time it took for customers to wait for an agent to become available.
• Average response time is the average time it took for the agent to respond to the client from the moment the chat was allocated.
• Average duration time is the average time it took for the conversation to be finished.

Long Average Duration Times 

Remember that messaging channels are generally asynchronous. This means agents and users can start, pause, and resume the conversation on their own terms. Imagine sending a WhatsApp message to a friend or family member. Although there may be times that they reply immediately, there may be moments when it would take them a while to do so. However, you still consider the conversation as ongoing unless you or the one you're chatting with has explicitly mentioned that it is over.

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