To make your agent reports concise and easy to understand, LiveAgent cloud help desk software includes the following display options.
LiveAgent offers an Agent report of work time, answered Tickets, Chats, Calls, sales, rewards, and more (see all options below) from a specific time range. Individual entries can be sorted by time range, Department, channel, and Agent. Agent Reports can be exported to a CSV file.
Agent report display options (columns):
- Tag
- Answer
- New answer avg. time
- Open answer avg. time
- Calls
- Missed calls
- Call minutes
- Chat messages
- Chats
- Missed chats
- Chat pickup avg. time
- Chat avg. time
- Not ranked
- Not ranked %
- Rewards
- Rewards %
- Rebukes
- Rebukes %
- Incoming messages
- Incoming calls
- Finished calls
- Incoming chats
- Finished chats
Agent report can show your data in these types of charts:
Use Agent reports with API
Use LiveAgent REST API to call values from Agent reports.
Identify the most popular communication channels
Generate channel reports to see how many tickets came from which channel. Try it today. No credit card required.
Frequently Asked Questions
What is an agent report?
An agent report is an audit or summary of an agent's performance. In the context of LiveAgent, it details insights like work time, answered tickets, chats, calls, sales, and more, allowing users to export this data or visualize it in charts. In life insurance underwriting, it's a critical document where the agent gathers accurate information for the underwriter, ensuring the policy's legitimacy. The term's exact meaning can vary by industry, so understanding its context is key.
Introducing LiveAgent’s new AI-powered feature in the works
LiveAgent introduces an AI-powered feature for email ticketing. It saves time, improves response accuracy, and provides personalized support.
LiveAgent is a customer service software company that offers various solutions, including VoIP phone systems, inbound call center software, and complaint management systems. The company provides support through demos and free trials and uses cookies on its website. LiveAgent also introduced a new feature to integrate with Slack, allowing businesses to receive notifications about their tickets and updates. The article also discusses aspects of customer service like agent roles, ticketing systems, and the comprehensive glossary of terms related to help desk software. Moreover, the article describes the Agent availability feature to monitor agent availability and generate reports to identify hard-working agents, which can be exported to a CSV file.
