Agent Login Report

Summary Doc

Type of Report -

Standard

Total Subsheets -

1. Raw Dump
2. LOB-RD

Purpose of the Report -

The described report provides a comprehensive overview of individual agent performance. It includes key metrics such as the agent's login information, pseudonym, tenure (AON in months), current state or status, and details about their chat interactions. The report offers insights into the total number of chats assigned and actively handled, as well as the handling of chats in other modes

Detailed Description -

Name of Column	Description of Field	Where is the value fetched from Collection: agent_analytics, adminusers, agentCustomerCollection
Agent Login Name	Email name of the the agent	Email of a particular agent for adminusers
Agent Pseudo Name	Count of the chats transferred to live agent	pseudoName for respective agent from adminusers
AON in Months	length of time the agent has been working in months	Number of months from today since the day agent started $agent.goLiveDate In adminusers collection
State	Current state of the agent	activity From agent_analytics
Total Chats Assigned	Total chats assigned	From agentCustomerCollection count of the sessions according to the agentId
Total Chats Handled - Active	Chats handled by a particular agent	From agentCustomerCollection count of the sessions according to the agentId Where agentStateDuringClosure Is active
Total Chats Handled - Other Modes	Chats handled by a particular agent where state is anything other than active	From agentCustomerCollection count of the sessions according to the agentId Where agentStateDuringClosure Is not active
Concurrency	Concurrency of respective agents	$agent.chatConcurrency From agent_analytics
Day	Recent date of the agent working converted into day	Start date from agent_analytics
State Start Time	Start time of the agent	Start time from agent_analytics
State Effective Start Time	Start time of the agent when set to active	Start time from agent_analytics is the state is active
State End Time	End time for the agent when state is changed	End time from agent_analytics
Duration	total time spent by the agent	Difference between the start and the end time
Effective Active Duration	total time spent actively handling chats	Difference between the start and the end time where the agent is active
Queue	Groups agent is working on	$record.groups from agent_analytics

Example of Report -

Total Chats Report:

(https://docs.google.com/spreadsheets/d/1KSJdbZMONGzQaKEBxLP3tX3tVY1PtE-F/edit?usp=sharing&ouid=105734641735843511344&rtpof=true&sd=true)

Report Format - branch : development

•     Path(dashboard) : Reports/agentLoginReport.js

Aggregation - branch : development

•     Path(dashboard): Reports/agentStateActivity.js