CSR and Agents Table

The Dashboard lists everyone handling conversations in your organization across two tables — AI Agents and Human Agents. They carry different columns, because an AI agent and a CSR are judged on different things.

Most columns have an ⓘ tooltip in the app. Hover a column header for a quick definition without leaving the page.

AI Agents

Column	What it means
Type	The kind of agent — for example a Voice or Text agent.
Conversations	How many conversations the agent handled in the selected period.
Success	The percentage of those conversations that closed with a disposition you’ve marked as successful. See Configuring Dispositions.
Avg. Duration	How long a typical conversation ran. Median, not mean.
Bookable to Booked	The percentage of bookable calls the agent booked — the headline conversion number, since it ignores calls that were never bookable. AI agents only. See Conversation Metrics.
Containment	How much the agent saw through on its own. On voice, the percentage of calls that were neither transferred nor abandoned. On text, the percentage of conversations a human user took over.
Trigger	What starts the agent — for example an inbound call to a workspace, or a response to a campaign.
Appointments · Sales · Revenue	The outcomes attributed to that agent’s conversations.

Human Agents

A CSR may work both channels, so the middle of this table splits into Voice and Text groups.

Column	Channel	What it means
Conversations	Both	Total conversations handled across both channels.
Calls	Voice	How many calls the CSR took.
Avg. Duration	Voice	Median call length.
Avg. Score	Voice	The average score across the CSR’s calls.
Conv.	Text	How many text conversations the CSR handled.
Avg. Duration	Text	Median length of a text conversation.
Resp. Time	Text	How quickly the CSR sent the first response to a new campaign lead. Text only.
Appointments · Sales · Revenue	Both	The outcomes attributed to that CSR’s conversations.

How metrics are calculated

Success is based on the dispositions applied at the end of each conversation. You mark specific dispositions as successful, and Hatch uses that configuration to calculate every success-related metric on both tables. Set this under Settings → Dispositions.

If your success numbers look low or empty, check your disposition configuration first. A conversation that was never closed out with a disposition can’t be counted as a success. See Dispositions in Hatch.

Duration and response-time columns use the median, not the mean. A median tells you what a typical conversation looked like; an average would be dragged around by outliers such as a call left connected for an hour.

Filtering

Both tables respect the Dashboard filters — organization, workspace, and time period. Each table also has its own Agent picker for jumping straight to one agent.

Going deeper

Click any AI agent to open its Voice AI Scorecard, or click through to the Conversations page to read the conversations behind any number.

Dashboard Overview: the Dashboard and how its metrics are calculated.
Voice AI Scorecard: per-agent Voice AI performance.
Glossary: what makes a call bookable, and what Handling means.

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AI Agents

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How metrics are calculated

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​AI Agents

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​How metrics are calculated

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AI Agents

Human Agents

How metrics are calculated

Filtering

Going deeper

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