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Chat Termination Report

This page describes how you can use the (Chat folder) Chat Termination Report to learn more about how chat calls terminated.

Understanding the Chat Termination Report

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This report shows statistics about how interactions were terminated; whether by the client, by the agent, due to inactivity, or for some other reason.

To get a better idea of what this report looks like, view sample output from the report:
SampleChatTerminationReport.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 Termination 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.
End Reason Optionally, show only chat sessions that ended for a given reason.
Media Type Optionally, select the type of media to include in the report—for example, VOICE, EMAIL, and CHAT.
Tenant Optionally, select a tenant on which to report.

Attributes used in Chat Termination Report

Attribute Description
Day This attribute enables data within the reporting interval to be organized by a particular day.
Tenant This attribute enables data within the reporting interval to be organized by tenant.
Media Type This attribute enables data within the reporting interval to be organized by media type

Metrics used in the Chat Termination Report

Metric Description
Media Sessions The total number of media sessions.
Avg Session Time The average session duration (HH:MM:SS).
Customer Terminated The total number of sessions that were terminated by the caller.
% Customer Terminated The percentage of sessions that were terminated by the caller.
Agent Terminated The total number of sessions that were terminated by the agent.
% Agent Terminated The percentage of sessions that were terminated by the agent.
Sessions Inactive The total number of sessions that were terminated due to inactivity.
% Sessions Inactive The percentage of sessions that were terminated due to inactivity.
Terminated Due to Other Reasons The total number of sessions that terminated for any reason other than interruption by the agent, abandonment or interruption by the caller, or inactivity.

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This page was last modified on 23 July 2018, at 11:44.