Agent Report

What is an Agent Report?

An agent report is a comprehensive audit or summary of an agent’s performance. In LiveAgent, it provides detailed insights into work time, answered tickets, chats, calls, sales, and more. This powerful reporting tool allows you to export data or visualize it in charts, making it easy to identify trends and optimize your team’s performance.

Agent Report Display Options

To make your agent reports concise and easy to understand, LiveAgent cloud help desk software includes the following display options. You can customize which columns appear in your reports by selecting from these metrics:

• Tag - Categorize and filter agent activities
• Answer - Number of answered tickets
• New answer avg. time - Average time to answer new tickets
• Open answer avg. time - Average time to answer open tickets
• Calls - Total number of calls handled
• Missed calls - Number of missed calls
• Call minutes - Total duration of calls
• Chat messages - Number of chat messages sent
• Chats - Total number of chats handled
• Missed chats - Number of missed chats
• Chat pickup avg. time - Average time to pick up chats
• Chat avg. time - Average chat duration
• Not ranked - Unranked performance metrics
• Not ranked % - Percentage of unranked metrics
• Rewards - Number of rewards received
• Rewards % - Percentage of rewards
• Rebukes - Number of rebukes received
• Rebukes % - Percentage of rebukes
• Incoming messages - Total incoming messages
• Incoming calls - Total incoming calls
• Finished calls - Total completed calls
• Incoming chats - Total incoming chats
• Finished chats - Total completed chats

Individual entries can be sorted by time range, Department, channel, and Agent. Agent Reports can be exported to a CSV file for further analysis and sharing with your team.

Chart Types for Data Visualization

Agent report can show your data in these types of charts, making it easy to visualize performance metrics and trends:

Area Chart

Area charts are excellent for showing trends over time and comparing multiple metrics simultaneously.

Line Chart

Line charts provide a clear view of performance trends and changes across your selected time period.

Bar Chart

Bar charts are perfect for comparing performance metrics across different agents or time periods.

Pie Chart

Pie charts help visualize the distribution of metrics and show proportional relationships between different performance indicators.

Use Agent Reports with API

Leverage the power of LiveAgent’s REST API to call values from Agent reports. This allows you to integrate agent performance data directly into your own applications and systems. With API access, you can:

• Automate report generation
• Integrate performance data into your business intelligence tools
• Create custom dashboards
• Build automated workflows based on performance metrics

For detailed information on how to use the API, refer to the complete LiveAgent API reference documentation.

Why Agent Reports Matter

Agent reports are essential for:

• Performance Monitoring - Track individual and team performance metrics in real-time
• Identifying Trends - Spot patterns in customer interactions and agent productivity
• Data-Driven Decisions - Use concrete metrics to make informed management decisions
• Team Accountability - Maintain transparency and set clear performance expectations
• Optimization - Identify areas for improvement and celebrate successes
• Channel Analysis - Understand which communication channels are most effective