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.

Charts and Reports Overview Video

System Level Charts and Reports

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

Chart Name Chart Description Chart Type
Abandoned Over Time Number of abandoned chats over time Line Graph
Abandoned per Agent Number of abandoned chats by agent Bar Graph
Abandoned by Queue Number of abandoned chats by queue Bar Graph
Abandoned by Queue Over Time Number of abandoned chats by queue over time Line Graph
ASA by Agent Average Speed to Answer by agent Bar Graph
ASA by Queue Average Speed to Answer by queue Bar Graph
Available Agents Over Time Number of available agents over time Line Graph
Available Agents over 24 Hours Number of agents available in a period of one day in specified queue Line Graph
Average Chat Duration Average total time spent in all chats Bar Graph
Average Chat Duration by Agent Average total time spent in each chat by an agent Bar Graph
Average Chat Duration by Queue Average total time spent in all chats of a specific queue Bar Graph
Average Seeker Rating by Agent Agents' average rating from seekers Bar Graph
Average Seeker Rating over Time Average rating given to all agents over time Line Graph
Basic Details Basic Details about the queue such as seeker name, question, wait time, agent name, etc. Table Chart
Chat Statistics by Queue Shows information on chats in each queue such as answered, disconnected, acceptance rate, ect. Bar Graph
Concurrent Chat Percentage by Agent Percentages of concurrent chats vs. single chats for each agent Bar Graph
Concurrent Chat Percentage by Queue Percentages of concurrent chats vs. single chats of all agents for each queue 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
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 Total number of conversations for each agent Bar Graph
Conversations by Seeker Total number of conversations for each seeker 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 Declined/Ignored Over Time Line Graph
Declined/Ignored per Agent Total number of ignored chats vs. declined chats for each agent Bar Graph
Inbound Chats By Queue Total number of inbound chats for each queue Bar Graph
Inbound vs Answered Total number of inbound chats vs. answered chats per day or month Line Graph
Number of Connected Chats Total number of connected chats Line Graph
Number of Inbound Chats Total number of inbound chats 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 Total time spent in chat per agent Bar Graph
Total Chat Duration by Queue Total time spent in chat of all agents in each queue 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
Abandoned Over Time Number of abandoned chats over time in specified queue Line Graph
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
Conversations by Seeker Total number of conversations for each seeker in specified queue Bar Graph
Declined/Ignored Over Time Declined/Ignored Over Time Line Graph
Inbound vs Answered Total number of inbound vs. answered chats in specified queue 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
Agent Efficiency and Load
Abandoned per Agent Number of abandoned chats per agent in specified queue Bar Graph
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 Seeker Rating by Agent Agents' average rating from seekers in specified queue Bar Graph
Average Seeker 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 Basic Details about the queue such as seeker name, question, wait time, agent name, etc. Table Chart
Most Common Question Keywords Displays the most common question keywords from all conversations Pie Chart
Seeker 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
Unresolved Sessions Displays all conversations that have been marked as "Unresolved" Table Chart