The agent personal statistics consist of indicators and are formed on the basis of the agent work results during the shift. The beginning of the agent shift is the time of logging in to edna Chat Center, the end of the shift is the time of logging out. Personal statistics indicators are displayed in the lower left corner of the agent workplace.
Agent Shift Resume
You can also change the operator.reset-working-time-timeout setting value in the database or by contacting technical support at support@edna.io. This is the timeout for resuming the agent shift. If the time between the agent logging out of edna Chat Centre and the agent logging back in doesn’t exceed the specified timeout, the agent shift will continue and the personal statistics for the shift will not be reset. The default settings value is 3600 seconds.
Agent Personal Statistics Indicators
| Indicator | Name | Description |
 | Active shift time | 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. |
 | Quality of service | The average score based on the customer survey results received during the current shift. The score is updated after each feedback is received. |
 | Response time | The Average first response time in seconds after the thread is assigned is the first indicator value. 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 indicator value. The average time of all subsequent agent responses per shift is displayed. If the average indicator values are worse than the target values, the indicators are displayed in red. |
 | Number of threads | The Number of threads completed in the current hour is the first indicator value. 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 indicator value. This value is always greater than or equal to the number of threads completed in the current hour. After each thread is completed, the indicators are updated. Point to the indicator 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. |