Worker Activity Report

The Chat Worker Activity report displays a summary of workers’ chat activities, including chats and workers state activities.

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To generate Worker Activity report:

Open the Worker Activity Report page (Reports > Interaction Center Reports > Chat Reports > Worker Activity Report); the following appears:

Select the appropriate filter fields:

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Interval: Defines how the report's date intervals are segmented. Select the check box to reveal a drop-down list of predefined time periods, based on the customer's end date ("Date To"):

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Last Day: Displays data from the past day, segmented by hours.

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Last Week: Displays data from the previous week, separated by days.

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Last Month: Displays data from the previous month, categorized by weeks.

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Last Year: Displays data from the last year, organized by months.

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Date From: Defines this report for a specific date/time range.

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Date To: Defines this report for a specific date/time range.

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Worker: Defines information that is related to a specific worker.

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Worker Group: Defines information that is related to a specific worker group.

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Interaction Type: Defines if the interaction is a webchat or an SMS or both (All).

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Timezone Display Mode: Defines this report in different time zones. The time zone of calls can be one of the following options:

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Tenant time zone: Defines the information in this report based on the tenant configured time zone.

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Flow time zone: Defines the information in this report based on the time zone configured under the Telephony Setting settings.

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Local time zone (Web): Display the information in this report on the browser local time zone.

The following is a description of the report fields.

Field	Description
Worker Name	Defines the first name and last name of the Worker.
Chats Presented	Defines the number of chats routed to the Worker, regardless of whether the Worker replayed the chat.
Chats Handled	Defines the number of chats that were accepted by the worker.
Chats Declined	Defines the number of chats that were not answered or were declined by the Worker.
Handle Ratio (%)	Defines the Handle ratio: chats that the Worker handled / chats that are routed to the Worker (Overall percentage).
Transfer Out	Defines the available field for queued chats: number of chats that were transferred by the worker to other workers.
Max Interaction Time	Defines the longest interacting time of any chat that the Worker handled. Talk Time refers to the elapsed time between the time a Worker accepted the chat and the time that the chat was sent or transferred.
Avg. Interaction Time	Defines the average interacting time for chats that the Worker handled.

Click Generate to generate the report; click Export CSV to export the report in CSV format.