User Guide
Agent Availability for Chat Report 113
Open at Start: Open cases associated with the agent at the start of the reporting period. The agent has
been assigned activities that belong to these cases.
Offered: Cases offered to the agent during the time period. If the agent is assigned an activity, the case
to which it belongs gets offered to the agent. Cases created by composing activities will also be counted
in this column.
Closed: Cases closed by the agent.
Reopened: Of the cases closed by the agent in the reporting period, the number of cases that were
reopened by the time the report was run.
For example: You run a report on September 15, for the time period: August 1 to August 30.
A case was opened on August 27th, closed on August 28th, and reopened on August 29th.
A case was opened on August 2nd, closed on August 4th, reopened on August 6th, and closed on
August 7th.
A case was opened on August 27th, closed on August 28th, and reopened on September 5th.
All the above mentioned cases are reported as reopened.
Percentage Closed: Out of the cases which were open at start and the cases offered, the percentage of
cases closed by the agent.
Percentage closed = (cases closed/ (cases at start + cases offered)) * 100
Percentage Reopened: Out of the cases closed, the percentage of cases that were reopened by the time
the report was run.
Percentage reopened = (cases reopened/ cases closed)* 100.
Agent Availability for Chat Report
This report has 2 levels.
Level 1
Level 1 displays the following information:
User Name: User names of the agents for whom report is run.
Time
Logged On: The total time the user was logged into the application.
Available For Chat: The time for which you were available for servicing chats. This is the time for
which your availability indicator showed you as available for chats.
Not Available For Chat: The time for which you were logged in to the application, but unavailable for
chats.
Time Not Available for Chat = Time Logged On - Time Available for Chat
Percentage Availability For Chat: Out of the total logged in time, the percentage of time that you were
available for chats.