====== Analytics ======

The Analytics page displays the core statistical data for the agent. The data can be filtered by date.

===== Overview =====

The statistical indicators are as follows:

  * Served conversations: Number of incoming and callback conversations served by the agent, including closed and ongoing conversations.
  * Closed conversations: Number of conversations closed by the agent.
  * Average conversation duration: Average of the conversation duration served by the agent (Duration served/Closed conversations).
  * Average first response time: Average of all the first response times of the agent.
  * Average response time: Average of all response times of the agent.
  * Satisfaction ratings: Average of the satisfaction ratings to the conversations that the agent served. If a conversation has been transferred, all agents who served the conversation share the satisfaction ratings to the conversation.
  * Online status distribution: The agent's online time data, including online, busy, away, invisible, login, offline time and proportion.

{{:cs-en:agentmode:agent-analytics1.png?nolink|Analytics verview}}

===== Messages/Conversations =====

The Messages/Conversations graph shows the number of messages and conversations per day.

  * Conversations: Number of conversations served by the agent.
  * Messages: Number of messages sent by the agent, customer and system during the time when the agent served the conversations. For example, if agent A transfers a conversation to agent B. The messages sent before the transfer belongs to agent A; and the messages sent after the transfer belongs to agent B.

{{:cs-en:agentmode:agent-analytics2.png?nolink|Messages and conversations}}