> For the complete documentation index, see [llms.txt](https://guides.clickatell.com/chat-commerce-platform/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guides.clickatell.com/chat-commerce-platform/data-and-analytics/dashboards-in-clickatell-portal/chat-desk-agent-service-desk.md).

# Chat Desk (Agent Service Desk )

You get access to the following Chat Desk reports in the Clickatell Portal:

* [​Full Analytics​](#full-analytics)
  * ​[Summary](#summary-report)​
  * ​[Agents](#agent-report)​
  * ​[Templates](#templates-report)
* [​Customer Satisfaction](#customer-satisfaction)

{% hint style="success" %}
These reports can be **downloaded** as PDFs. If any filters were applied, only the filtered results are exported.

Where applicable, view **Definitions** for terms used in the reports via the button in the top right.
{% endhint %}

## **Full Analytics** <a href="#full-analytics" id="full-analytics"></a>

This report provides a full view of your Chat Desk data over different periods.

* Use the buttons at the top to navigate to the [Summary Report](#summary-report), [Agent Report](#agent-report), or [Templates Report](#templates-report).&#x20;

### Summary Report  <a href="#summary-report" id="summary-report"></a>

The Summary Report provides an in-depth view of **chat activities**.

* The report can be filtered by period and default month.
* At the top of the report, various **metrics** summarize how Chat Desk and your agents are performing.

<figure><img src="https://content.gitbook.com/content/9CoYuRHEaUds0QboIrac/blobs/DIymS5JnJxsN4V2N9y4T/image.png" alt=""><figcaption></figcaption></figure>

Metrics include:

* Total number of chats and the daily average number of chats
* Number of tickets
* Number of closed chats
* Number of tickets closed by an agent
* Average number of outbound and inbound messages
* Average number of messages per conversation
* Number of active, new, and returning end-users
* Total number of business interactions

Scrolling down, you'll find **graphical** representations of your data.

<figure><img src="https://content.gitbook.com/content/9CoYuRHEaUds0QboIrac/blobs/Lj7wJ5cN85gWOKZ40bj1/image.png" alt=""><figcaption></figcaption></figure>

<figure><img src="https://content.gitbook.com/content/9CoYuRHEaUds0QboIrac/blobs/YCBVl4IGFKO9fDTr0TXp/image.png" alt=""><figcaption></figcaption></figure>

### **Agent Detail Report** <a href="#agent-report" id="agent-report"></a>

The Agent Detail report provides an in-depth view of **agent performance**. The report can be filtered by period and time of day.

At the top of the report, various **metrics** summarize how your agents are performing.

<figure><img src="https://content.gitbook.com/content/9CoYuRHEaUds0QboIrac/blobs/UwrPRsZw93wR1kDk2D8X/image.png" alt=""><figcaption></figcaption></figure>

Metrics include:&#x20;

* Total number of active agents
* First chat resolution rate and repeat chat rate
* The ratio of agents to chats
* Average response time and average handle time
* Transfer rate
* Number of tickets created outside of business hours
* Average duration between interactions and between messages

Scrolling down, you'll find **graphical** representations of your data.

<figure><img src="https://content.gitbook.com/content/9CoYuRHEaUds0QboIrac/blobs/im0Z0ktPnAsKzsfpRpEU/image.png" alt=""><figcaption></figcaption></figure>

<figure><img src="https://content.gitbook.com/content/9CoYuRHEaUds0QboIrac/blobs/K2VWhjasGZvcGJywZAFj/image.png" alt=""><figcaption></figcaption></figure>

<figure><img src="https://content.gitbook.com/content/9CoYuRHEaUds0QboIrac/blobs/AVtCzcvuJhYXS8Vj3NVh/image.png" alt=""><figcaption></figcaption></figure>

### **Templates Report** <a href="#templates-report" id="templates-report"></a>

This report provides information on the usage of message templates in Chat Desk and includes data on the following:

* Outbound templates and inbound responses by date&#x20;
* Outbound templates and inbound response by time of day&#x20;
* Outbound templates and inbound responses by day of the week&#x20;
* Outbound templates and inbound response by interaction type&#x20;
* Outbound templates and inbound response by sub-category &#x20;
* Outbound templates and inbound responses by template name&#x20;
* Outbound templates by agent name&#x20;
* Outbound templates by department name and template name

<figure><img src="https://content.gitbook.com/content/9CoYuRHEaUds0QboIrac/blobs/zg2r5KwDFGZj16rNGE9a/image.png" alt=""><figcaption></figcaption></figure>

## **Customer Satisfaction**

Get an overview of today's NPS and CSAT survey results (given these surveys have been [set up in Chat Desk](https://guides.clickatell.com/chat-desk/chat-desk-dashboard/settings)).

The report includes:

* Total surveys presented and answered
* Net Promoter Score and Average CSAT Score
* Rating per question

<figure><img src="https://content.gitbook.com/content/9CoYuRHEaUds0QboIrac/blobs/TmRp13oRUvZ2YNQA0dXf/image.png" alt=""><figcaption></figcaption></figure>