# Agent Analytics

If your use case includes the live chat feature, the “Agent Report” provides a comprehensive view of your human agents’ performance.

![Agent Report - Analytics Dashboard ](https://1047404187-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FeyvV4WfyYBGZdBoAuetg%2Fuploads%2FliW0EUpZt31U15MoINz2%2Fagent%20.jpg?alt=media\&token=e89c6685-80dc-423c-a9da-b06d3e9ee9ce)

### Here are the KPIs offered:

<table data-header-hidden><thead><tr><th width="215"></th><th></th></tr></thead><tbody><tr><td><em><strong>KPI</strong></em></td><td><em><strong>Description</strong></em></td></tr><tr><td>Currently Serving</td><td>Displays the total number of chats assigned and handled by all agents in real time.</td></tr><tr><td>Total Served</td><td><p>Displays the total number of chats assigned to agents within the selected date range.</p><p>We only consider those agents that had at least one chat assigned to them.</p></td></tr><tr><td>Conversations handled</td><td><p>When a chat moves from Agent A to Agent B, it is recorded as a transfer.</p><p>This KPI reflects the total number of transfers initiated by each agent.</p></td></tr><tr><td>Time to first response</td><td><p>The time it takes for an agent to send the first message to the visitor after a chat is assigned to them.</p><p>We showcase both the Longest time to take to send the first response and the Average amount of time it took to send the first response.</p></td></tr><tr><td>Usual time to response</td><td><p>The time it takes for an agent to send a response to every message sent by the visitor.</p><p>We showcase both the Longest time to take to send a response and the Average amount of time it took to send a response.</p></td></tr><tr><td>Conversation duration</td><td><p>This is the total time spent on a conversation from the moment it is assigned to an agent until it is closed either manually by the agent or automatically due to a time-out.</p><p>We display both the longest and average duration of conversations to give insight into handling time.</p></td></tr><tr><td>CSAT</td><td><p>At the end of the chat, the chatbot asks the user to submit their feedback for that conversation in the form of a 5-star rating scale.</p><p>We showcase all possible values like 1-star, 2-star along with an average rating.</p></td></tr></tbody></table>

You can view the KPIs as a summary at an account level or at a per-agent level by changing the modes.

{% hint style="warning" %}
All data is shown according to your account's time zone. You can export the agent report by clicking on the "Export data" button.
{% endhint %}