Working with the Agent View report

The Agent View report displays statistics on one-on-one messages (chats) with users in Agent View.

To open the Agent View report:

1. Select  Text Messaging in the left pane, and then select Agent View.

2. In the Agent View Actions panel on the right, select  Report.

   The Agent View report opens.

   

   The Agent View report displays statistics on chats with users. Each row represents a time segment: Today, Yesterday, This Week, Last Week, This Month, Last Month, This Year, Last Year, and All Time.

   The Agent View report contains the following information on chats with users:

   • Total number of chats between agents and mobile users

   • Number of chats responded to by agents

   • Number of chats not responded to by agents

   • Percentage of chats that were responded to

   • Average response time spent responding to chats