fact_agent_daily

Each row is one agent on one day, with their workload, speed, resolution, and satisfaction metrics already computed. It is the fast path for agent-performance dashboards; for custom cuts, derive from fact_agent_conversations and fact_agent_conversation_messages.

What questions does it answer?

How many chats did each agent handle, resolve, and transfer per day?
What are each agent’s response times and CSAT?
How many minutes was each agent available?
What share of conversations got a first response within the 2-minute service-level target?

A row exists only for days on which the agent sent at least one message. Conversation metrics attribute each conversation to the day it was created and to the agent responsible for it.

Columns

Column	Type	Description
`company_id`	Int32	Your company (filtered automatically)
`agent_id`	Int32	The agent
`agent_name`	String	The agent’s name
`day`	Date	The day
`chats_handled`	UInt64	Conversations created that day that the agent is/was responsible for
`chats_resolved`	UInt64	Of those, how many are finished
`chats_transferred_sent`	UInt64	Transfers the agent sent that day
`chats_transferred_received`	UInt64	Transfers the agent received that day
`messages_sent`	UInt64	Messages the agent sent that day
`hsm_messages_sent`	UInt64	Of those, HSM template messages
`first_message_at`	DateTime64	Agent’s first message of the day
`last_message_at`	DateTime64	Agent’s last message of the day
`avg_first_response_sec`	Float64	Average seconds from a conversation’s creation to the agent’s first message
`avg_response_time_sec`	Float64	Average seconds the agent takes to reply after a customer message
`avg_resolution_min`	Float64	Average minutes from a conversation’s creation to its resolution
`csat_avg`	Float64	Average rating, considering only rated conversations
`service_level_pct`	Float64	Fraction (0–1) of that day’s answered conversations whose first response came within 2 minutes
`available_minutes`	Int64	Minutes the agent was in available status, derived from their status changes
`synced_at`	DateTime64	When this row was last written/corrected

Example queries

Team scorecard for last week

SELECT
    agent_name,
    sum(chats_handled)                        AS chats,
    sum(chats_resolved)                       AS resolved,
    round(avg(avg_first_response_sec), 0)     AS avg_first_response_sec,
    round(avg(csat_avg), 2)                   AS csat,
    round(sum(available_minutes) / 60, 1)     AS available_hours
FROM fact_agent_daily
WHERE day >= today() - 7
GROUP BY agent_name
ORDER BY chats DESC

One agent’s trend over a month

SELECT day, chats_handled, avg_first_response_sec, csat_avg
FROM fact_agent_daily
WHERE agent_id = {your_agent_id}
  AND day >= today() - 30
ORDER BY day

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fact_agent_daily

fact_agent_daily

What questions does it answer?

Columns

Example queries

Team scorecard for last week

One agent’s trend over a month

​fact_agent_daily

​What questions does it answer?

​Columns

​Example queries

​Team scorecard for last week

​One agent’s trend over a month

fact_agent_daily

What questions does it answer?

Columns

Example queries

Team scorecard for last week

One agent’s trend over a month