Contents
Chat Engagement Report
This page describes how you can use the (Chat folder) Chat Engagement Report to learn more about the number of chat engagements agents had, and the duration of each. Sessions can contain more than one engagement; each engagement represents an agent's participation in that part of a session.
Understanding the Chat Engagement Report
This report shows statistics about the number and duration of chat engagements, as well as a comparison of the total time required to handle each one to the amount of time the agent spent focused on the engagement.
To get a better idea of what this report looks like, view sample output from the report:
SampleChatEngagementReport.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 Engagement 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. |
| Agent Group | Optionally, select or or more agent groups 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 | Media Type | Media Origin |
|---|---|---|
| Chat | CHAT | Chat |
| Facebook private messaging | CHAT | |
| Facebook public messaging | ||
| Twitter direct message | CHAT | |
| SMS | SMS | SMS |
| CHAT |
Attributes used in Chat Engagement Report
| Attribute | Description | Data Mart Column |
|---|---|---|
| Tenant | Enables data within the reporting interval to be organized by tenant. | TENANT.TENANT_NAME |
| Media Type | 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 | 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 |
| Agent Group | Enables data to be organized by the groups to which agents belong. An agent can belong to more than one agent group. | GROUP_.GROUP_NAME
WHERE GROUP_.GROUP_TYPE_CODE in ('AGENT', 'UNKNOWN','NO_VALUE') |
| Agent Name | Enables data to be organized by certain attributes of the agent who is associated with the interaction. | RESOURCE_GI2.AGENT_NAME |
| Day | Enables data within the reporting interval to be organized by a particular day. | DATE_TIME.LABEL_YYYY_MM_DD |
Metrics used in the Chat Engagement Report
| Metric | Description | Source or Calculation |
|---|---|---|
| Offered | Total number of engagement which were offered to the agents. | AG2_AGENT_[*].OFFERED |
| Accepted | Total number of assigned engagements which were accepted by the agents. | AG2_AGENT_[*].ACCEPTED |
| Acceptance Rate | Percentage of accepted engagements / assigned engagements. | Offered / Accepted |
| Engagement Handle Time (Fmt) | Total duration (HH:MM:SS) of the agent engagement. Calculated as the difference between the time when the agent joins the chat and the time when the agent leaves the chat (or the time the chat ends). | |
| Focus Time (Fmt) | The total amount of time (HH:MM:SS) spent handling chat interactions received by agent(s) or agent group(s). This metric excludes dormant time. |