Complete List of Charts and Reports for Chime for Lync®

With Chime for Lync®, you can quickly render, download, and export many types of
charts and reports about the conversations that have taken place within Chime.

  • Both managers and admins have the ability to view system level and queue level charts and reports.
  • Managers can only view charts and reports for the queue or queues they are responsible for managing.
  • Admins can view charts and reports for any and all queues within the entire system.

System Level Charts and Reports

(Click the Chart Name for a screen shot of an example)

Chart Name Chart Description Chart Type
ASA by Agent This report shows the Average-Speed-to-Answer in seconds for chats that the agent accepted and was connected with. This is essentially an average of the wait times for the chats that the agent accepted. Bar Graph
ASA by Queue This report shows the Average-Speed-to-Answer by Queue. This is an average for every chat that has gone through the Queue. Bar Graph
Average Chat Duration The Average Chat Duration report shows the average amount of time spent in all chats across all Queues. Bar Graph
Average Chat Duration by Agent This is the average duration of the chats accepted and serviced by each agent. This is calculated from the Connected Time of each chat session that the agent accepted. Bar Graph
Average Chat Duration by Queue This shows the average total time spent in all chats but will be separated by Queue. Bar Graph
Average Guest Rating by Agent This graph shows the Agents' average performance rating from the Guests they have taken chats with. Bar Graph
Average Guest Rating over Time This chart shows the average performance rating given to all agents over time. Line Graph
Basic Details The Basic Details chart shows high-level information about the chats going through Chime such as what queue it is in, guest name, question, wait time, agent name, etc. Table Chart
Chat Statistics (2.6) This Chart shows statistics of chats for all queues, such as total chats, chat types, average wait time, etc. Bar Graph
Concurrent Chat Percentage by Agent This is the percentage of each agent’s chats that were serviced concurrently. A concurrent chat is defined as any chat whose duration from start to end overlaps with another chat for the same agent. A single chat is defined as a chat that does not overlap in time with another chat. Bar Graph
Concurrent Chat Percentage by Queue This is the percentages of concurrent chats vs. single chats of all agents for each queue. Bar Graph
Concurrent Chat Percentage over Time This chart shows the percentages of concurrent chats vs. single chats of all agents for a queue over a period of one day. Bar Graph
Connected vs Unconnected Shows the total number of both connected and unconnected chats for all combined queues per day or month. Line Graph
Connected vs Unconnected by Queue Shows the total number of both connected and unconnected chats for each queue per day or month. Bar Graph
Conversations by Agent This shows the number of chats serviced by each agent over the specified time period. These are chats where the expert accepts the chat and is connected to the guest, and then completes the chat. Bar Graph
Conversations by Guest Total number and type of conversations for each Guest in specified Queue. Bar Graph
Declined/Ignored by Queue Total number of ignored chats vs declined chats of all Agents for each queue. Bar Graph
Declined/Ignored by Queue Over Time Total number of ignored chats vs declined chats of all Agents for each queue over a period of one day. Line Graph
Declined/Ignored Over Time This chart shows the amount of chats that were declined/ignored in every queue over a period of time. Line Graph
Declined/Ignored per Agent This report counts the number of times an agent has declined or ignored a prompt to accept and service a chat. Each prompt that the agent receives would count here, so it would be possible for an agent to ignore or decline the same chat multiple times. Bar Graph
Guest Ratings (2.6) Ratings and comments by the guest on their satisfaction. Table Chart
Inbound Chats By Queue This chart shows the total number of inbound chats for each Queue. Bar Graph
Inbound vs Answered The Inbound vs Answered report shows the total number of inbound chats vs. answered chats per day or month. Line Graph
Number of Connected Chats This report shows the total number of connected chats over a time period. Line Graph
Number of Inbound Chats This report shows the total number of inbound chats over a certain time period. Line Graph
Sessions by Problem Tag Shows a pie chart of all the relative problem tags from all the conversations Pie Chart
Sessions by Session Tag Shows a pie chart of all the relative session tags from all the conversations Pie Chart
Total Chat Duration by Agent The Total Chat Duration by Agent report shows the total time spent in chat per agent over a period of time. Bar Graph
Total Chat Duration by Queue This report shows the total time spent in chat of all agents and separates the data for each Queue. Bar Graph
Unresolved Sessions (2.6) This report shows all chats that have not been marked as 'Resolved' over a specified period of time. Table Chart
Webchat vs. IM Chats (2.6) Shows how many chats have come through a web portal vs. a Skype client Bar Graph

Queue Level Charts and Reports

(Click the Chart Name for a screen shot of an example)

Chart Name Chart Description Chart Type
Base Statistics
ASA Over Time Average Speed to Answer for all agents in specified Queue. Line Graph
Average Chat Duration Average chat duration for all agents in specified Queue. Bar Graph
Chat Statistics (2.6) This report is kind of a big roll-up of the results of all the chats in the queue over a time period. The columns in the report are:
Dropped – Number of chat sessions where the guest closed the chat before being routed to an agent.
Timed Out – Number of chat sessions where the guest timed out in the queue without being routed to any agent.
Answered – Number of chats where the guest was accepted and serviced by an agent.
Disconnected – Number of chats that encountered a network or application error which interrupted them before they could be completed.
Waiting – Number of chats that are currently waiting.
Queue Unavailable – Number of chats that entered the queue when the queue was not available, either because of its schedule or because there were no agents available to service chats
Rolled Over – If there is a roll-over queue configured, the number of chats that entered this queue, but were not serviced and instead rolled over to the other queue.
Deflected – With the Virtual Agent extension functionality, we have the ability to turn guests away from the queue before they enter the routing to an agent stage. This would be the count of chat sessions that were thus deflected by a Virtual Agent.
Total – Total number of chats.
Acceptance Rate (%) – Percentage of chats that were Answered, vs Dropped or Timed Out. Chats that were Disconnected, Waiting, Queue Unavailable, Rolled Over, or Deflected don’t factor into this percentage.
ASA (sec) – This is the Average-Speed-to-Answer or average wait time for the chats that were accepted by an agent.
Bar Graph
Conversations by Guest Total number and type of conversations for each seeker in specified queue Bar Graph
Declined/Ignored Over Time This report shows the counts of chat sessions that were either Dropped or Timed Out before being connected with an agent, broken down by time intervals. Unlike the per-agent declined/ignored report, this counts entire chat sessions that were not routed, rather than the number of times that agents were prompted to accept and ignored/declined that prompt. For example, if a chat came in, and was offered and declined three times by agents, and then timed out, this report would count that as one declined/ignored chat, while the per-agent report would count the three agent declines. Line Graph
Inbound vs Answered This report shows the number of total chats (Inbound Chats) vs the number of chats that were accepted by agents over time. It will also show the number of chats that came in while the queue was not available, either because of schedule or lack of available agents as Queue Unavailable Chats, and number of chats that came in but were deflected by a Virtual Agent before entering routing as Deflected Chats. Line Graph
Number of Connected Chats Total number of connected chats in specified queue Line Graph
Number of Inbound Chats Total number of inbound chats in specified queue Line Graph
Queue Availability (2.6) Shows when exactly a queue was online and offline for one day Timeline
Webchat vs. IM Chats (2.6) Shows how many chats have come through a web portal vs. a Skype client Bar Graph
Agent Efficiency and Load
Agent Availability for Date (2.6) Shows the Skype status for an agent through an entire day Table Chart
ASA by Agent Average Speed to Answer for each agent in specified queue Bar Graph
Available Agents over 24 Hours Number of agents available in a period of one day in specified queue Line Graph
Avg. Chat Duration by Agent Average chat duration for each agent in specified queue Bar Graph
Conversations by Agent Total number of conversations for each agent in specified queue Bar Graph
Declined/Ignored per Agent Total number of ignored chats vs. declined chats for each agent Bar Graph
Total Chat Duration by Agent Total chat duration for each agent in specified queue Bar Graph
Performance Metrics
Average Guest Rating by Agent Agents' average rating from seekers in specified queue Bar Graph
Average Guest Rating over Time Average rating given to all agents over time in specified queue Line Graph
Concurrent Chat Percentage by Agent Percentages of concurrent chats vs. single chats for each agent Bar Graph
Concurrent Chat Percentage over Time Percentages of concurrent chats vs. single chats of all agents for a queue over a period of one day Bar Graph
Text Analytics
Basic Details The Basic Details report is essentially the same information as would be shown in the queue dashboard Monitoring or Details panels, in that same tabular format, but with the option to choose a historical date range. Table Chart
Chat Statistics by Date (2.6) Shows statistics over a period of time, such as total chats, answered %, average wait time, etc. Table Chart
Chat Statistics by Problem Tag (2.6) Shows statistics of chats with a certain problem tag, such as total chats, answered %, average wait time, etc. Table Chart
Chat Statistics for One Day (2.6) Shows one day of statistics of chats in a queue, such as total chats, answered %, average wait time, etc. Table Chart
Most Common Question Keywords Displays the most common question keywords from all conversations Pie Chart
Guest Ratings Displays seeker ratings and comments from all conversations Table Chart
Sessions by Problem Tag Shows a pie chart of all the relative problem tags from all the conversations Pie Chart
Sessions by Session Tag Shows a pie chart of all the relative session tags from all the conversations Pie Chart
Suggestion Votes by Routing Tag (2.6) Number of upvotes and downvotes for each suggestion Bar Graph
Unresolved Sessions Displays all conversations that have been marked as "Unresolved" Table Chart