Agent metric explanation

Agent management

Each statistics row represents a unique agent identity determined by the backend database. Understanding how identity changes impact historical reporting is essential when managing personnel turnover, reassignments, or profile renaming.

•Nickname or Login change: Changing an agent's Nickname or Login in the Account Control Panel preserves the existing statistics row (freezing all past metrics) and immediately establishes a new, separate statistics row for all future chat events.

•Full Name change: Changing an agent's Full Name updates the display label on the existing statistics row. It does not split the data or create a new row.

•Zero-metric identity suppression: A freshly created agent profile or an existing profile whose nickname/login was changed will remain hidden from the Agents tab and CSV export until it records its first non-zero metric event.

Please note! Never reassign an existing login to a new employee. If John Doe leaves and Jane Smith joins, do not simply rename John's login to Jane.

Renaming John's login will preserve John's historical metrics under his old identity row and start Jane's history on a new row. To maintain clean audit trails, delete John's account and create a fresh profile for Jane.

Chat routing and volume metrics

The core volume metrics, such as Chat calls, Accepted chats, and Missed chats, quantify how traffic flows into your organization and how effectively your agents respond.