Agent (Operator) Reports
To generate reports, see Reports.
Agent (Operator) Survey report
Gives an overview of how satisfied chatters are with the service your agents are providing.
Input parameters
| Parameter | Type | Required | Description |
|---|---|---|---|
| ReportType | integer | yes | For this report, report type ID is 17. |
| Grouping | string | yes | The grouping key which varies by report.
Available groupings are:
|
| FromDate | iso8601 date-time | yes | The starting date for the report. |
| ToDate | iso8601 date-time | yes | The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime. |
| Filters | string | no |
The filters are additional parameters that can be passed to
the runReport call. The following filters are available:
|
Agent (Operator) Survey NPS report
This report provides an agent by agent view of performance on the after-chat survey. For completed surveys, the NPS scores are presented.
Input parameters
| Parameter | Type | Required | Description |
|---|---|---|---|
| ReportType | integer | yes | For this report, report type ID is 67. |
| Grouping | string | yes | The grouping key which varies by report.
Available groupings are:
|
| FromDate | iso8601 date-time | yes | The starting date for the report. |
| ToDate | iso8601 date-time | yes | The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime. |
| Filters | string | no |
The filters are additional parameters that can be passed to
the runReport call. The following filters are available:
|
Agent (Operator) Activity report
Provides an overview of the chat volume handled by your agents. For a total number of chats offered, see the number and percent that were answered vs. missed.
Input parameters
| Parameter | Type | Required | Description |
|---|---|---|---|
| ReportType | integer | yes | For this report, report type ID is 20. |
| Grouping | string | yes | The grouping key which varies by report.
Available groupings are:
|
| FromDate | iso8601 date-time | yes | The starting date for the report. |
| ToDate | iso8601 date-time | yes | The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime. |
| Filters | string | no |
The filters are additional parameters that can be passed to
the runReport call. The following filters are available:
|
Agent (Operator) Productivity report
Provides an overview of how busy your chat agents are as well as an agent by agent overview of their time spent chatting.
Input parameters
| Parameter | Type | Required | Description |
|---|---|---|---|
| ReportType | integer | yes | For this report, report type ID is 19. |
| Grouping | string | yes | The grouping key which varies by report.
Available groupings are:
|
| FromDate | iso8601 date-time | yes | The starting date for the report. |
| ToDate | iso8601 date-time | yes | The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime. |
| Filters | string | no |
The filters are additional parameters that can be passed to
the runReport call. The following filters are available:
|
Custom Survey report
Provides an agent by operator view of performance on the default post-chat and custom pre/post-chat survey fields.
Input parameters
| Parameter | Type | Required | Description |
|---|---|---|---|
| ReportType | integer | yes | For this report, report type ID is 34. |
| Grouping | string | yes | The grouping key which varies by report.
Available groupings are:
|
| FromDate | iso8601 date-time | yes | The starting date for the report. |
| ToDate | iso8601 date-time | yes | The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime. |
| Filters | string | no |
The filters are additional parameters that can be passed to
the runReport call. The following filters are available:
|
Custom Wrap-Up report
Provides an overview of data collected on custom wrap-up forms.
Input parameters
| Parameter | Type | Required | Description |
|---|---|---|---|
| ReportType | integer | yes | For this report, report type ID is 65. |
| Grouping | string | yes | The grouping key which varies by report.
Available groupings are:
|
| FromDate | iso8601 date-time | yes | The starting date for the report. |
| ToDate | iso8601 date-time | yes | The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime. |
| Filters | string | no |
The filters are additional parameters that can be passed to
the runReport call. The following filters are available:
|