Use the Summary Report on Incoming Threads report to see the basic details of incoming threads of the contact center (without specifying the agents).
The report includes the threads that are closed by the time you run it except for the threads:
- Started by an agent (the thread consists of 1 message and is closed right after it is created)
- Created by the internal API methods
- Where a client leaves before the thread is distributed to an agent’s personal queue
- Completely resolved by a chatbot
| Attribute | Definition |
| date | Start date of the reporting period |
| threads | Number of processed threads (that is, threads that are switched by an agent from in progress to closed). Includes the number of threads of the closed_by_agent_no_reply attribute. |
| closed_by_agent_no_reply | Number of threads assigned to agents which they closed without replying to the clients (that is, there are no messages from the agents in the threads). These threads are not included in the calculation of the following attributes: • average_talk_client_time • average_response_time • service_level_agent_30 • service_level_30 • max_response_time • thread_max_response_time |
| average_assignment_time | Average first assignment time: average time from the moment the thread is created to the moment it is first assigned to an agent’s personal queue |
| average_opening_time | Average time in which the thread is taken into processing: average time from the moment the thread is created to the moment it is first opened in the chat area |
| average_response_time | Average response time: average time from the moment the thread is created to the moment an agent sends their first response to it |
| service_level_agent_30 | Number of threads agents answer to within 30 seconds after they are created. To calculate this attribute, the system uses the following formula: Number of threads that are answered by agents within ≤ 30 seconds since they are created / number of answered threads For the calculation, the system only uses the threads that are created in the working hours of the channel (according to the channel schedule). |
| service_level_30 | Number of threads users (agents or chatbots) answer to within 30 seconds after they are created. To calculate this attribute, the system uses the following formula: Number of threads that are answered by any users (agents or chatbots) within ≤ 30 seconds since they are created / number of answered threads |
| average_talk_client_time | Average dialogue time from the client’s perspective: from the moment the client sends the first message to the moment an agent sends their last message in the thread |
| max_assignment_time | Max first assignment time: max time from the moment the thread is created to the moment it is first assigned to an agent’s personal queue |
| max_opening_time | Max time in which the thread is taken into processing: max time from the moment the thread is created to the moment it is first opened in the chat area |
| max_response_time | Max response time: max time from the moment the thread is created to the moment an agent sends their first response to it |
| thread_max_assignment_time | ID of the thread that has max_assignment_time |
| thread_max_opening_time | ID of the thread that has max_opening_time |
| thread_max_response_time | ID of the thread that has max_response_time |