The agent’s automated worklpace provides personal statistics about the results of work during the shift. The beginning of the shift is the time of logging in to edna Chat Center, the end of the shift is the time of logging out.
Personal statistics are displayed in the lower left corner of the agent’s automated worklpace and consist of the following parameters:
| Parameter | Description |
 | The Active shift time parameter is the time the agent is in the Active or Out status, or preparing to go to the Inactive status. The time is displayed in the format hh:mm and is updated every minute. |
 | The Quality of service parameter is the average score based on the customer survey results received during the current shift. The score is updated after each feedback is received. |
 | The Average first response time in seconds after the thread is assigned is the first value of the parameter. The average time is displayed for the intervals from the moment a new thread is assigned (both new and transferred threads are taken into account) until the first response is sent. The value is updated when the first response is sent in the newly assigned thread. The Average response time in seconds is the second value of the parameter. The average time of all subsequent agent responses per shift is displayed. If the average values of the parameters are worse than the target values, the parameters are displayed in red. |
 | The Number of threads completed in the current hour is the first value of the parameter. For example, if the active shift time is 00:40 (40 minutes), this value displays the number of threads completed in 40 minutes. If the active shift time is 03:20 (3 hours and 20 minutes), the number of threads completed in the last 20 minutes is displayed. The Number of threads completed in the current shift is the second value of the parameter. This value is always greater than or equal to the number of threads completed in the current hour. After each thread is completed, the parameters are updated. Point to the parameter to see the current target number of completed trades. The administrator sets the number of threads to be completed per hour of active shift time. |