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Chat Session Report

This page describes how you can use the (Chat folder) Chat Session Report to learn more about the volume of chat sessions handled in your contact center within a specific time period, including details about the number of messages within chat sessions, and about how often chat sessions were missed or transferred.

Understanding the Chat Session Report

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This report shows statistics about the number of chat sessions handled, and session durations, as well as the number and percentage of chat sessions that were missed or transferred, and the number of chat messages within the chat sessions.

To get a better idea of what this report looks like, view sample output from the report:
SampleChatSessionReport.pdf

The following tables explain the prompts you can select when you generate the report, and the metrics and attributes represented in the report:

Prompts for the Chat Session Report

All prompts in this report are optional; run them with no value to return all available data.

Prompt Description
Pre-set Date Filter From the list, choose a time period on which to report and move it to the Selected list. Default: Current month. If this prompt is set to anything other than none, the Date prompts are ignored.
Start Date Choose the first day from which to gather report data. If the Pre-set Date Filter is set to any value except none, this prompt has no effect, unless the time period selected for Pre-set Date Filter contains no data.
End Date Choose the last day from which to gather report data. If the Pre-set Date Filter is set to any value except none, this prompt has no effect, unless the time period selected for Pre-set Date Filter contains no data.
Media Type Optionally, select the type of media to include in the report—for example, CHAT, Facebook, Twitter, or SMS. See the table Media Type vs Media Origin for more information.
Tenant Optionally, select a tenant on which to report.
Media Origin Optionally, select the chat session place of origin—for example, CHAT, Facebook, Twitter, or SMS. See the table Media Type vs Media Origin for more information.

The following table explains how Media Type differs from Media Origin.

Media Type vs Media Origin
Media Media Type Media Origin
Chat CHAT Chat
Facebook private messaging CHAT Facebook
Facebook public messaging Facebook Facebook
Twitter direct message CHAT Twitter
Twitter Twitter Twitter
SMS SMS SMS

Attributes used in Chat Session Report

Attribute Description Data Mart Column
Tenant This attribute enables data within the reporting interval to be organized by tenant. TENANT.TENANT_NAME
Media Type This attribute enables data within the reporting interval to be organized by media type—for example, CHAT, Facebook, Twitter, or SMS. See the table Media Type vs Media Origin for more information. MEDIA_TYPE.MEDIA_NAME
Media Origin This attribute enables data to be organized by where the chat session originated—for example, CHAT, Facebook, Twitter, or SMS. See the table Media Type vs Media Origin for more information. CHAT_SESSION_DIM.MEDIA_ORIGIN
Day This attribute enables data within the reporting interval to be organized by a particular day. DATE_TIME.LABEL_YYYY_MM_DD

Metrics used in the Chat Session Report

Metric Description Source or Calculation
Chats The total number of chat sessions.
Chats Missed Total number of chats requested by clients that were not answered by agents during the reporting period. SESSIONS_MISSED = sum(case when sf.MSG_FROM_CUSTOMERS_COUNT > 0 and sf.MSG_FROM_AGENTS_COUNT = 0 then 1 else 0 end))
Chats Transferred Total number of chats that were transferred to an agent during the reporting period. SESSIONS_TRANSFERRED = sum(case when sf.AGENTS_COUNT> 1 then 1 else 0 end)
% Chats Missed Percentage of chats requested by clients that were not answered by agents. Total Missed Chats / Total Chats
% Chats Transferred Percentage of chats requested by clients that were transferred to an agent. Total Transferred Chats / Total Chats
Messages From Customer Total number of customer messages in all chat sessions within the reporting period. AG2_CHAT_STATS_x.MSG_FROM_CUSTOMERS
Messages From Agent Total number of agent messages in all chat sessions within the reporting period. AG2_CHAT_STATS_x.MSG_FROM_AGENTS
Avg Session Time (Fmt) The average duration (HH:MM:SS) of chat sessions within the reporting period. Session Time / Media Session
This page was last modified on June 27, 2019, at 11:30.

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