Worker Report

The Worker Report presents a summary of each chat that is received by the Worker.

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To generate Worker Report:

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

Select the appropriate filter fields to generate your report:

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

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

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

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Queue Name: Defines information that is related to a specific queue name or ‘Any’ to show statistics for all call queues.

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

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

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Flow time zone: Display 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.

Report Column	Description
Worker Name	Defines the name of the worker.
Chat Start Time	Defines the date and time the chat started.
Chat End Time	Defines the date and time the chat ended.
Chat Duration	Defines the duration of the chat.
Status	Defines whether the chat was ‘Accepted’ or ‘Declined’ by the worker.
Chat Routed Queue	Defines the queue to which the chat is queued.
Chat Skills	Defines the skills that are associated with the queue to which the chat is routed.
Interaction Time	Defines how long the worker handled the chat.
Wrap-up Time	Defines the duration it took the worker to complete the wrap-up.

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