Here is a breakdown of how the different stats are calculated in the Agent Report. Some important definitions to note as far as reports are concerned:

  1. Conversations = tickets
  2. Resolutions = conversations that are marked as closed (with or without a reply)

Agent Overview

Teams

  • The teams where the agent is currently a member.

Conversations

  • The total number of conversations assigned to each agent within the currently selected time period. 

Resolutions

  • The total number of resolutions performed within the currently selected time period by each of the respective agents. 

Happiness

  • The CSAT happiness score for all ratings received within the currently selected time period for messages sent by each of the respective agents. This is the total number of awesome ratings divided by the total number of ratings.

Team Overview

Conversations

  • The total number of conversations assigned to each team within the currently selected time period.

Resolutions

  • The total number of resolutions performed within the currently selected time period on conversations assigned to each of the respective teams.

Happiness

  • The CSAT happiness score for all ratings received within the currently selected time period of messages for conversations assigned to each of the respective teams. This is the total number of awesome ratings divided by the total number of ratings.