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Chat Thread Report

This page describes how you can use the (Chat folder) Chat Thread Report to view detailed information about chat sessions and threads. A session is defined as a single interaction or chat conversation (which can contain more than one engagement by any given agent), and a thread is a series of sessions related by a common thread ID.

Understanding the Chat Thread Report

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This report shows detailed information about the number and duration of chat threads, sessions, and engagements, as well as the number of messages in the threads, and information about handle and response times.

To get a better idea of what this report looks like, view sample output from the report:
SampleChatThreadReport.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 Thread 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 Thread 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. MEDIA_ORIGIN.MEDIA_ORIGIN
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 Thread Report

Metric Description Source or Calculation
Threads Total number of threads started by clients. AG2_CHAT_THREAD_STATS.THREADS
Thread Sessions Total number of sessions in all threads. AG2_CHAT_THREAD_STATS.SESSIONS
Thread Engagements Total number of engagements in all threads. AG2_CHAT_THREAD_STATS.ENGAGEMENTS
Thread Handle Time (Fmt) Total handle duration (HH:MM:SS) of all chats in all threads. AG2_CHAT_THREAD_STATS.HANDLE_DURATION
Thread Customer Messages Total number of customer messages in all threads. AG2_CHAT_THREAD_STATS.MSG_FROM_CUSTOMERS
Thread Agent Messages Total number of agent messages in all threads. AG2_CHAT_THREAD_STATS.MSG_FROM_AGENTS
Average Thread Response Time (Fmt) For served threads, the average time (HH:MM:SS) between clients' messages and the subsequent agents' messages throughout the thread. AG2_CHAT_THREAD_STATS.AGENT_REPLY_DURATION / AG2_CHAT_THREAD_STATS.THREADS
This page was last modified on June 27, 2019, at 06:55.

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