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:
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Select
Text Messaging in the left pane, and then select Agent View.
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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:
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Total number of chats between agents and mobile users
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Number of chats responded to by agents
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Number of chats not responded to by agents
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Percentage of chats that were responded to
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Average response time spent responding to chats
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