Field definitions: Agents report

These fields appear when you view the Agents report. The following definitions appear in alphabetical order for quick reference.

Agent actions per conversation

The average number of actions taken by agents during the duration of a conversation, during the selected date range. This includes sending messages, making internal notes, changing statuses, and changing assignment.

Average duration

The average elapsed time from conversation creation to when it was marked Closed during the selected date range.

Average first reply time

The average elapsed time from conversation creation to when it was replied to during the selected date range.

Conversations per agent

The average number of conversations assigned to any one agent during the selected date range.

All agents

This list shows all the agents who were active during the selected date range displayed in a list, including full name, email, number of assignments, resolutions (number of times they marked a case Closed), and their average time until first reply.