Chat Details

Description

This report shows the details about all chats that have occurred within the specified date range.  This report includes the agent and guest chat message totals, chat duration, and average response data.

Preview

Chat_Details.png

 

Filters

Name

Type

Required

Description

Start Date Date Yes The start date range of when the chat was created.
End Date Date Yes The end date range of when the chat was created.
Chat Ended By Single Select No Choose to view based upon who ended the Chat (All, agent, guest, system).
Agent Connected Status Single Select No Choose to view based upon whether or not the Agent Connected to the Chat.
Conversation Result Single Select No The type of result that occurred from the dispositioned conversation.
Brand Multi Select No The name of the brand that the chat was associated with.
Campaign Single Select No The name of the campaign that the chat was associated with.
Queue Group Multi Select No The name of the group that contains the queue the chat was routed to.
Queues Multi Select No The name of the queue that the chat was routed to.


Data Dictionary
 

Column Name Data Type Description Example
Chat ID Number The Chat ID - linked to the Chat Information Page. 10000
Ended At Date/Time The date and time that the chat was ended at. Mar 6, 2018 3:04:06 PM
Ended By String Lists who the chat was ended by (guest, agent, system). agent
Result String The end result type of a dispositioned chat. Existing Reservation
Chat Duration Duration The total duration of the Chat in seconds. 4:54
Wrap Up Duration Duration The total duration of wrap-up time associated with the Chat. 13 sec.
Agent Messages Number The total number of messages that were sent in the chat by the Agent. 5
Guest Messages Number The total number of messages that were sent in the chat by the Guest. 4
Agent First Response Duration The total amount of time it took for the Agent to write their first response back to a Guest. 8 sec.
Avg Agent Response Time Duration The average amount of time it took for the Agent to respond back to a message from the Guest throughout the full chat. 4 sec.
Avg Guest Response Time Duration The average amount of time it took for the Guest to respond back to the Agent's latest message throughout the full chat. 1:02
Total Agent Response Time  Duration The total amount of time it took for the Agent to respond throughout the chat. 1:01
Total Guest Response Time Duration The total amount of time it took for the Guest to respond throughout the chat. 3:53

  

Frequently Asked Questions

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