The Agent Activity report shows how each agent is performing across your chat volume. Use it to identify workload imbalances, slow response times, and your most active team members.
Accessing the Report
Go to Reports > Agent Activity. Select a widget (or all widgets) and a date range, then click Search.
Report Columns
| Column | Description |
|---|---|
| Agent Name | The agent who handled the chat |
| Total Chats | Number of chats answered by this agent |
| Tempo médio de resposta | Average time from chat start to agent's first response |
| Avg Duration | Average total chat length from start to close |
| Avg Chats / Active Day | How many chats the agent handles on days they are active |
Only chats with a status of "Answered" and a conversion type of "Live Chat" are included. Missed or abandoned chats do not count toward response time or duration calculations.
How Metrics Are Calculated
Tempo médio de resposta
The time between when the visitor starts the chat and when the agent sends the first response, averaged across all answered chats for that agent. If a chat has no recorded answer time, it is excluded from this average.
Average Duration
The time between chat start and chat close, averaged across all answered chats.
Average Chats per Active Day
Total answered chats divided by the number of unique calendar days the agent had at least one chat. This accounts for agents who are not online every day and gives a more accurate picture of daily workload.
Using the Data
- High response time - The agent may be overloaded. Consider adding more agents or adjusting escalation routing so chats are distributed more evenly.
- Low chats per day - The agent may not be available or receiving chats. Check their online status and channel configuration.
- Long duration - May indicate complex conversations or an opportunity to use AI chatbot responses for common questions.
Exporting
Click Export as CSV to export the agent report. The CSV includes: Agent Name, Total Chats, Avg Response Time, Avg Duration, and Avg Chats per Active Day. The file is named AgentChatReport-{dateRange}.csv.
Sending Agent Data to External Systems
For automated reporting, you can use Webhooks or Zapier to push individual chat records (including the agent name and response times) to your analytics tools or CRM as each chat completes.