To generate a report, go to the “Reports” section from the Management. The report on operators allows you to get detailed statistics on employees who work with requests from various communication sources:  

• Facebook;
• Telegram;
• Viber;
• Whatsapp;
• Instagram;
• chat widget.

In the report you can set the period for which you want to get information, filter requests by departments and sources, and then view or immediately download the data in a .csv file: 

The report will display the parameters:

1. Agent - name of the employee who worked with the requests;

2. Replied- the number of requests that received responses from the operator;

3. Not replied - the number of requests that did not receive responses from the operator;

4. Transferred - number of appeals that were transferred to another operator;

5. Average first reply speed (sec) - average value for a sample of requests: time from the moment of request creation to the first response of an employee;

6. Average speed of all replies (sec) - the average value of time between each employee's response to each client's response, without taking into account the first request;

7. Chat average speed (sec) - average speed between consecutive replies of an employee;

8. Average time of conversation (sec) - the time from the moment an appeal is received until it is closed;

9. Number of positive feedback comments “+” (chat) - the number of positive feedbacks on requests from the chat;

10. Number of negative feedback comments “-” (chat) - number of negative feedbacks on requests from the chat;

11. No rating (chat) - number of requests from the chat without feedback;

12. Agent's time in status X (in minutes).