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.
Patrick will fill this part in with information regarding how frequently this report should be used, the use-case scenarios, and other information for the client.
|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.|
|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
This is a live document and will be populated once we receive questions pertaining to this report.
Bug tickets, updates, and other related articles will be posted here.