You can generate the ChatIQ Agent Handoff report in CRM IQ to view the average time it takes an agent to respond to a chatbot handoff request, in addition to other Chat IQ metrics.
To generate the report
From the top menu, select Reports > Leasing column > ChatIQ Agent Handoff.
Complete the report's filter:
Filter | Description |
Property | The property, properties, or property list you want to generate the report for. |
Summary Type | The way you want the report's information to be organized. Property Summarizes the report's information by property. Property/Agent Summarizes the report's information by property and then by leasing agent. |
Date Range | The time period you want to generate the report for. |
3. Click Display. The report appears.
4. To export the report as a PDF or Excel file to your device:
Click Export.
To save the report as an Excel file, click Export Excel. The file downloads to your device.
To save the report as a PDF file, click Export PDF. The file downloads to your device.
ChatIQ Agent Handoff report column reference
Column | Description |
Agent Name | (Appears only when summarized by Property/Agent) |
Active | (Appears only when summarized by Property/Agent) Indicates whether the agent is marked as active or inactive in the system. |
Total Handoffs | Total number of unique handoff requests from the bot. (First Agent Reply + Ignore) |
First Agent Reply | Number of times an agent accepts a unique handoff notification by clicking Reply. |
Ignore | Number of dismissed or ignored unique handoff requests. |
Avg. Response Time in Seconds | Average time it takes (in seconds) for an agent to click Reply after a handoff notification appears in CRM Flex (during business hours only). |