Analytics CSV glossary (Advanced and Premium) Follow

This article contains a glossary of metrics used in Analytics. These terms are used in the following reports:

  • Agent and chat activity
  • Chat activity
  • Log in times (Premium only)
  • Serving times (Premium only)
  • Agent and chat activity by department (Premium only)
  • Chat activity by department (Premium only)

Agent activity

Agent Report

Description
First Name The agent's first name
Last Name The agent's last name
Email The agent's email address
Enabled Whether this agent is currently enabled in the dashboard
Start Time (UTC+0) The start time for the stats in that row (with the time zone indicated)
End Time (UTC+0) The end time for the stats in that row (with the time zone indicated)
Completed Chats The number of chats which end with a reply from this agent
Dropped Chats The number of chats which end with an unanswered visitor message (from this agent)
Missed Chats The number of chats where this agent does not answer the incoming chat request and the visitor subsequently leaves
Visitor Initiated The number of chats started by a visitor and served by this agent
Agent Initiated The number of chats started by an agent and served by this agent
Trigger Initiated The number of chats started by a trigger and served by this agent
Visitor Initiated (Completed) The number of chats started by a visitor which have been completed by this agent
Agent Initiated (Completed) The number of chats started by an agent which have been completed by this agent
Trigger Initiated (Completed) The number of chats started by a trigger which have been completed by this agent
Visitor Initiated (Dropped) The number of chats started by a visitor which have been dropped by this agent
Agent Initiated (Dropped) The number of chats started by an agent which have been dropped by this agent
Trigger Initiated (Dropped) The number of chats started by a trigger which have been dropped by this agent
Visitor Initiated (Missed) The number of chats initiated by a visitor which have been missed by this agent
Agent Initiated (Missed) The number of chats initiated by an agent which have been missed by this agent
Trigger Initiated (Missed) The number of chats started by a trigger which have been missed by this agent
Unresponsive Chats The number of chats which are started by this agent or a trigger, to which the visitor does not respond
Agent Initiated (Unresponsive) The number of chats started by this agent where the visitor is unresponsive
Trigger Initiated (Unresponsive) The number of chats started by a trigger and joined by this agent, where the visitor is unresponsive

Chat Satisfaction

The satisfaction rating, if any, the visitor applied to the chat session

Chats Rated

Total number of chats rated for this agent

Good

Total number of chats rated Good for this agent

Bad

Total number of chats rated Bad for this agent
Average of First Response Time (sec) The average time it takes for an agent to respond to an initial chat request from a visitor (across all their chats)
Maximum of First Response Time (sec) The longest amount of time it takes for this agent to respond to an initial chat request from a visitor (across all their chats)
Minimum of First Response Time (sec) The shortest amount of time it takes for this agent to respond to an initial chat request from a visitor (across all their chats)
Average Chat Duration (sec) The average length of time a chat session takes across all chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
Maximum Chat Duration (sec) The longest length of time a chat session takes for chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
Minimum Chat Duration (sec) The shortest length of time a chat session takes for chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
Average Response Time (sec) Each individual chat has its own average response time. This is calculated as the average time it takes for this agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all the agents chats.
Maximum of Average Response Time (sec) The highest Average Response Time across all the agent's chats.
Minimum of Average Response Time (sec) The highest Average Response Time across all the agent's chats.
 
Acceptance The percentage of Assigned chats that were served by agents out of all the chats routed to the agent

 

 

Chat activity

Chat Report Description
Start Time (UTC+0) The start time for the stats in that row (with the time zone indicated)
End Time (UTC+0) The end time for the stats in that row (with the time zone indicated)
Completed Chats The number of chats which end with a reply from an agent
Dropped Chats The number of chats which end with an unanswered visitor message
Missed Chats The number of chats where the agent does not answer the incoming chat request and the visitor subsequently leaves
Visitor Initiated The number of chats started by a visitor on your website
Agent Initiated The number of chats started by one of your agents
Trigger Initiated The number of chats started by a trigger and served by this agent
Visitor Initiated (Completed) The number of chats started by a visitor which have been completed
Agent Initiated (Completed) The number of chats started by an agent which have been completed
Trigger Initiated (Completed) The number of chats started by a trigger which have been completed by this agent
Visitor Initiated (Dropped) The number of chats started by a visitor which have been dropped
Agent Initiated (Dropped) The number of chats started by an agent which have been dropped
Trigger Initiated (Dropped) The number of chats started by a trigger which have been dropped by this agent
Visitor Initiated (Missed) The number of chats started by a visitor which have been missed
Agent Initiated (Missed) The number of chats started by an agent which have been missed
Trigger Initiated (Missed) The number of chats started by a trigger which have been missed by this agent
Unresponsive Chats The number of chats which are started by an agent or trigger, to which the visitor does not respond
Agent Initiated (Unresponsive) The number of chats started by an agent where the visitor is unresponsive
Trigger Initiated (Unresponsive) The number of chats started by a trigger and joined by this agent where the visitor is unresponsive
Chat Satisfaction The satisfaction rating, if any, the visitor applies to the chat session
Chats Rated Total number of chats rated for this agent
Good Total number of chats rated Good for this agent
Bad Total number of chats rated Bad for this agent 
Average of First Response Time (sec) The average time it takes for an agent to respond to an initial chat request from a visitor (across all chats)
Maximum of First Response Time (sec) The longest amount of time it takes for an agent to respond to an initial chat request from a visitor (across all chats)
Minimum of First Response Time (sec) The shortest amount of time it takes for an agent to respond to an initial chat request from a visitor (across all chats)
Average Chat Duration (sec) The average length of time a chat session takes (across all chats). Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
Maximum Chat Duration (sec) The longest length of time a chat session takes. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
Minimum Chat Duration (sec) The shortest length of time a chat session takes. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
Average Response Time (sec) Each individual chat has its own average response time. This is calculated as the average time it takes for an agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all chats.
Average Response Time - Maximum (sec) The highest Average Response Time across all chats.
Average Response Time - Minimum (sec) The shortest Average Response Time across all chats.

Log in times (Premium users only)

Agent Report

Description
First Name The agent's first name
Last Name The agent's last name
Email The agent's email address
Enabled Whether this agent is currently enabled in the dashboard
Login Time (UTC+0) The time the agent logged in to the dashboard (with the time zone indicated)
Logout Time (UTC+0) The time the agent logged out of the dashboard (with the time zone indicated)
Duration (sec) The length of time (in seconds) the agent was logged in to the dashboard

Serving times (Premium users only)

Agent Report

Description
First Name The agent's first name
Last Name The agent's last name
Email The agent's email address
Enabled Whether this agent is currently enabled in the dashboard
Serving Start Time (UTC+0) The start time for the chats the agent takes part in (with the time zone indicated)
Serving End Time (UTC+0) The end time for the chats the agent takes part in (with the time zone indicated)
Duration (sec)

The length of time (in seconds) the agent was involved in the chats

Agent and chat activity by department (Premium only)

Agent Report

Description
Department The department handling the activity
First Name The agent's first name
Last Name The agent's last name
Email The agent's email address
Enabled Whether this agent is currently enabled in the dashboard
Start Time (UTC+0) The start time for the stats in that row (with the time zone indicated)
End Time (UTC+0) The end time for the stats in that row (with the time zone indicated)
Completed Chats The number of chats which end with a reply from this agent
Dropped Chats The number of chats which end with an unanswered visitor message (from this agent)
Missed Chats The number of chats where this agent does not answer the incoming chat request and the visitor subsequently leaves
Visitor Initiated The number of chats started by a visitor and served by this agent
Agent Initiated The number of chats started by an agent and served by this agent
Trigger Initiated The number of chats started by a trigger and served by this agent
Visitor Initiated (Completed) The number of chats started by a visitor which have been completed by this agent
Agent Initiated (Completed) The number of chats started by an agent which have been completed by this agent
Trigger Initiated (Completed) The number of chats started by a trigger which have been completed by this agent
Visitor Initiated (Dropped) The number of chats started by a visitor which have been dropped by this agent
Agent Initiated (Dropped) The number of chats started by an agent which have been dropped by this agent
Trigger Initiated (Dropped) The number of chats started by a trigger which have been dropped by this agent
Visitor Initiated (Missed) The number of chats initiated by a visitor which have been missed by this agent
Agent Initiated (Missed) The number of chats initiated by an agent which have been missed by this agent
Trigger Initiated (Missed) The number of chats started by a trigger which have been missed by this agent
Unresponsive Chats The number of chats which are started by this agent or a trigger, to which the visitor does not respond
Agent Initiated (Unresponsive) The number of chats started by this agent where the visitor is unresponsive
Trigger Initiated (Unresponsive) The number of chats started by a trigger and joined by this agent, where the visitor is unresponsive

Chat Satisfaction

The satisfaction rating, if any, the visitor applied to the chat session

Chats Rated

Total number of chats rated for this agent

Good

Total number of chats rated Good for this agent

Bad

Total number of chats rated Bad for this agent
Average of First Response Time (sec) The average time it takes for an agent to respond to an initial chat request from a visitor (across all their chats)
Maximum of First Response Time (sec) The longest amount of time it takes for this agent to respond to an initial chat request from a visitor (across all their chats)
Minimum of First Response Time (sec) The shortest amount of time it takes for this agent to respond to an initial chat request from a visitor (across all their chats)
Average Chat Duration (sec) The average length of time a chat session takes across all chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
Maximum Chat Duration (sec) The longest length of time a chat session takes for chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
Minimum Chat Duration (sec) The shortest length of time a chat session takes for chats served by this agent. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
Average Response Time (sec) Each individual chat has its own average response time. This is calculated as the average time it takes for this agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all the agents chats.
Maximum of Average Response Time (sec) The highest Average Response Time across all the agent's chats.
Minimum of Average Response Time (sec) The highest Average Response Time across all the agent's chats.
 

Chat activity by department (Premium only)

Chat Report Description
Department The department handling the activity
Start Time (UTC+0) The start time for the stats in that row (with the time zone indicated)
End Time (UTC+0) The end time for the stats in that row (with the time zone indicated)
Completed Chats The number of chats which end with a reply from an agent
Dropped Chats The number of chats which end with an unanswered visitor message
Missed Chats The number of chats where the agent does not answer the incoming chat request and the visitor subsequently leaves
Visitor Initiated The number of chats started by a visitor on your website
Agent Initiated The number of chats started by one of your agents
Trigger Initiated The number of chats started by a trigger and served by this agent
Visitor Initiated (Completed) The number of chats started by a visitor which have been completed
Agent Initiated (Completed) The number of chats started by an agent which have been completed
Trigger Initiated (Completed) The number of chats started by a trigger which have been completed by this agent
Visitor Initiated (Dropped) The number of chats started by a visitor which have been dropped
Agent Initiated (Dropped) The number of chats started by an agent which have been dropped
Trigger Initiated (Dropped) The number of chats started by a trigger which have been dropped by this agent
Visitor Initiated (Missed) The number of chats started by a visitor which have been missed
Agent Initiated (Missed) The number of chats started by an agent which have been missed
Trigger Initiated (Missed) The number of chats started by a trigger which have been missed by this agent
Unresponsive Chats The number of chats which are started by an agent or trigger, to which the visitor does not respond
Agent Initiated (Unresponsive) The number of chats started by an agent where the visitor is unresponsive
Trigger Initiated (Unresponsive) The number of chats started by a trigger and joined by this agent where the visitor is unresponsive
Chat Satisfaction The satisfaction rating, if any, the visitor applies to the chat session
Chats Rated Total number of chats rated for this agent
Good Total number of chats rated Good for this agent
Bad Total number of chats rated Bad for this agent 
Average of First Response Time (sec) The average time it takes for an agent to respond to an initial chat request from a visitor (across all chats)
Maximum of First Response Time (sec) The longest amount of time it takes for an agent to respond to an initial chat request from a visitor (across all chats)
Minimum of First Response Time (sec) The shortest amount of time it takes for an agent to respond to an initial chat request from a visitor (across all chats)
Average Chat Duration (sec) The average length of time a chat session takes (across all chats). Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
Maximum Chat Duration (sec) The longest length of time a chat session takes. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
Minimum Chat Duration (sec) The shortest length of time a chat session takes. Chat duration is calculated by subtracting the timestamp of the first message from the timestamp of the last message.
Average Response Time (sec) Each individual chat has its own average response time. This is calculated as the average time it takes for an agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all chats.
Average Response Time - Maximum (sec) The highest Average Response Time across all chats.
Average Response Time - Minimum (sec) The shortest Average Response Time across all chats.

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