In Custom Report, data of each Comm100 product is organized into multiple datasets. Each dataset contains a subset of metrics and attributes that can be used to build reports.
This article introduces all the metrics and attributes for agents and features used across multiple Comm100 products. Bot datasets include the following:
- Canned Message Usage Dataset
- Agent Status Log Dataset
Canned Message Usage Dataset
Canned Message Usage Metrics
Metric | Definition | Supported Aggregator |
Used Agents | The number of agents who used the canned message. | Count |
Used Times | The number of times that canned messages were used. | Count |
Canned Message Usage Attributes
Attribute | Description |
Canned Message | The canned message name. |
Agent | The agent name. |
Time | The time range. The sub-options include By day, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, and Quarter of the year. |
Agent Status Log Dataset
Agent Status Log Metrics
Metric | Definition | Supported Aggregator |
% Agent Utilization | The percentage of time agents were involved in chats during their logged-in time. The formula to calculate agent utilization is: linear chat time/ logged-in time. | Percentage |
Away Time | The total time when agent status is Away and all custom away statuses. | Sum |
Idle Time | The length of time when the agent was not in chat, viewable by agent or department. | Sum |
Linear Chat Time | The length of time an agent was involved in at least one chat. When multiple chats overlap, these individual chat times are not added together, so this statistic shows chat times over a linear time. A department's linear chat time is when there is at least one logged-in agent in the department. | Sum |
Logged-in Time | The sum of Online Time and Away Time. | Sum |
Agent Status Log Attributes
Attribute | Description |
Agent | The agent name. |
Department | The department that the agent belongs to. |
Time | The time range. The sub-options include By day, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, and Quarter of the year. |