About Report Items (Information Types)

This document explains the details of various types of information that can be extracted in reports. (Updated 2017/12/26)

Answers

  • Number of replies to tickets created from email, forums, etc. (chat support not included)
  • Email responses from chat-created tickets are counted

New Answer Average Time <New answer avg time(hours)>

  • Average time required to respond to “new” tickets
  • Measures time from ticket creation to switching to “answered” status

Open Answer Average Time <Open answer avg time(hours)>

  • Average time required to respond to “open” tickets
  • Measures time from ticket receipt to switching to “answered” status

Total Chats

  • Chats initiated when users click the chat button
  • Includes invitation chats and manually started chats from the online visitor screen

Chat Messages

  • Number of messages sent by agents
  • Welcome messages are also counted as “1”

Chat Types and Status

  • Missed Chats
  • Chat Pickup
  • Incoming Chats
  • Finished Chats
  • Unanswered Chats
  • Chat Pickup Average Time <Chat pickup avg time(minutes)>
  • Chat Average Time <Chat avg time(minutes)>

Total Calls and Types

  • Calls
  • Outgoing Calls
  • Missed Calls
  • Incoming Calls
  • Finished Calls
  • Call Minutes
  • Outgoing Call Minutes
  • Call Pick Up Average Time
  • Call Average Time
  • Outgoing Call Average Time
  • Not Ranked
  • Not Ranked (%)
  • Good Rating
  • Good Rating (%)