> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/report/agent-service-efficiency.md). # Agent service efficiency The "Agent Service Efficiency" report lets you view each customer service agent’s service volume, completion status, transfer status, and working-status time within a specified date. You can switch between daily and hourly views to understand the team’s service performance. ## Report Field Descriptions | Field | Description | | -------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Creation Time (Period) | The date or time represented by this statistical data. | | New Services Received | The number of services newly received by this agent during the period, including services created by the agent themselves; services later transferred from other agents are not included in this field. | | Completed Services | The number of services completed during the period, counted under the agent responsible for the service at the time of completion. | | Incomplete Services | As of the end of the period, the number of services still assigned to this agent and not yet completed, which may also include services that started earlier. | | Transferred Services | The number of services transferred by this agent to other agents during the period. If the same service is transferred multiple times, the report may not count each transfer separately. | | Services Transferred In | The number of services transferred to this agent by other agents during the period. If the same service is transferred multiple times, the report may not count each transfer separately. | | Messages Sent | The number of messages sent by the agent to customers during the period, excluding system messages. | | Average Time to Complete Service | The average time spent on completed services during the period; see the explanation below for how it is calculated. | | Total Ready Time | The cumulative time the agent was in the "Ready" state during the period. | | Total Not Ready Time | The cumulative time the agent was in a non-"Ready" state during the period. | | Positive Ratings | The number of satisfaction ratings of 4 or 5 given by customers during the period. | | Satisfaction Responses | The number of satisfaction ratings completed by customers during the period. | ## How is the average time to complete service calculated? **Average time to complete service = Total time to complete service ÷ Number of completed services** The denominator uses "Number of completed services",**not "Number of new services received"**. For example, if an agent completes 2 services in a day and these 2 services take 5 minutes and 10 minutes respectively, then the average time to complete service is **7 minutes 30 seconds**. Even if 3 new services were received that day, the average is still not calculated using 3 services. Service time is from when the customer**first starts receiving service**to**the final conversation ends**. If the service was handled by different agents, the agent who ultimately completed the service may be credited with the full duration of the service, rather than only the time after they took over. Therefore, it is recommended to review this together with service volume, transfer status, and other information, rather than judging an individual agent’s efficiency based on average time alone. ## Common Questions About Service Transfers ### What happens in the statistics when Agent A transfers a service to Agent B? Usually, in this case: * Agent A’s "Transferred Services" increases. * Agent B’s "Services Transferred In" increases. * This service will not be counted as Agent B’s "New Services Received" just because B took over. If the same service is transferred multiple times, for example from A to B and then from B to C, the report mainly counts according to the final transfer status,**which does not mean every transfer will be shown separately in Transferred Services**. ### After a transfer, is the waiting time recalculated? **No.** The "waiting time" of a service is the time from when the customer first enters the queue until the first agent starts serving them. For example: 1. 09:00 Customer inquiry received. 2. 09:05 Agent A starts service, and the customer initially waited 5 minutes. 3. 09:10 Agent A transfers the service to Agent B. 4. 09:15 Agent B takes over the service. The original waiting time for this service is still **5 minutes**. After the transfer, the additional 5 minutes before B took over are not added to this service’s initial waiting time, nor is the original waiting time recalculated. ### After a transfer, is the waiting time counted in A’s report or B’s report? The "Agent Service Efficiency" report currently**does not have a waiting-time field for individual agents**so this waiting time will not be recorded separately in A’s or B’s report. If you need to see how long the customer waited initially, you can check the service record; however, this time does not represent the time waiting after the transfer for the next agent to take over. ## How should the report be interpreted correctly? * "New Services Received" refers to newly received services; "Completed Services" refers to services completed during the period. The two are not necessarily the same set of services, so the numbers may differ. * "Incomplete Services" may include services that started in previous periods and are still being handled. * "Average Time to Complete Service" reflects the overall service duration of completed cases and is not the same as the time personally handled by each agent. * If the team frequently transfers services, it is recommended to observe completed services, transferred services, and average time together to avoid looking at only a single number.