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Jdruker/ChatReporting

attach-session-statistics

Section: settings
Default Value: none
Valid Values: all, fired, none
Changes Take Effect: Immediately


Enables calculating various statistics and attaching them to the interaction's user data at the end of the chat session. Possible values are:

  • none: Do not attach anything.
  • all: Attach all possible statistics (both encountered and non-encountered).
  • fired: Attach only statistics that were encountered during the course of the chat session.

Note: Genesys recommends that you change the value of this option from the default value of "none" to "fired" if you deploy Historical Reporting for either Chat or Bot Gateway.

stop-abandoned-interaction

Section: settings
Default Value: never
Valid Values: always, never, noagents, noanswer
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies how Chat Server handles chat interactions (in Interaction Server) when the chat session is finished. Possible values:

  • always: interactions are always stopped when the chat session is finished (not recommended value).
  • never: interactions are never stopped by Chat Server (recommended value).
  • noagents: interactions are stopped only if there are currently no agents or supervisors in the session (use value wisely).
  • noanswer: interactions are stopped only if no agents ever joined the session - in other words, the session was never answered (use value wisely).

Note: When the chat session is closing, it ignores the presence of bot participants when evaluating this option (in other words, bot participants are not considered "agents"). The legacy "true" and "false" values are also supported and converted to new values as following:

  • "false" is interpreted as "never"
  • "true" is interpreted as "noanswer"

By default, Chat Server does not stop any interaction after the chat session is finished. Instead, Chat Server updates the IsOnline interaction property to false and attaches reporting statistics. If your deployment includes Genesys Info Mart reporting, Genesys recommends that you set the value of this option to "noanswer", to enable accurate reporting of abandoned chats. In all other deployments, Genesys recommends that you set the value of this option to "never", and have the agent desktop and/or a workflow stop the interaction. Values other than "never" must be used cautiously, as stopping the interaction from Chat Server may lead to conflicts with updates from the agent desktop.

enable-chat

Section: agg-feature
Default Value: No default value
Valid Values: None. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA.
Changes Take Effect: After restart of the aggregation process
Introduced: 8.5.003
Modified: 8.5.011.02, 8.5.011.04

Instructs RAA to enable the AGT_CHAT_STATS table. To have RAA exclude chat data, remove this option from this section.

attach-session-statistics

Section: settings
Default Value: none
Valid Values: all, fired, none
Changes Take Effect: Immediately


Enables calculating various statistics and attaching them to the interaction's user data at the end of the chat session. Possible values are:

  • none: Do not attach anything.
  • all: Attach all possible statistics (both encountered and non-encountered).
  • fired: Attach only statistics that were encountered during the course of the chat session.

Note: Genesys recommends that you change the value of this option from the default value of "none" to "fired" if you deploy Historical Reporting for either Chat or Bot Gateway.

Monique's markup for new async chat KVPs

  • cse_AsyncDormantMaxTime
  • cse_AsyncDormantMaxTime
  • cse_AsyncDormantMaxTime
  • cse_AsyncDormantMaxTime
  • cse_AsyncDormantMaxTime
  • cse_AsyncDormantTotalCount
  • cse_AsyncDormantTotalCount
  • cse_AsyncDormantTotalCount
  • cse_AsyncDormantTotalCount
  • cse_AsyncDormantTotalCount
  • cse_AsyncDormantTotalTime
  • cse_AsyncDormantTotalTime
  • cse_AsyncDormantTotalTime
  • cse_AsyncDormantTotalTime
  • cse_AsyncDormantTotalTime
  • cse_AsyncIdleMaxTime
  • cse_AsyncIdleMaxTime
  • cse_AsyncIdleMaxTime
  • cse_AsyncIdleMaxTime
  • cse_AsyncIdleMaxTime
  • cse_AsyncIdleTotalCount
  • cse_AsyncIdleTotalCount
  • cse_AsyncIdleTotalCount
  • cse_AsyncIdleTotalCount
  • cse_AsyncIdleTotalCount
  • cse_AsyncIdleTotalTime
  • cse_AsyncIdleTotalTime
  • cse_AsyncIdleTotalTime
  • cse_AsyncIdleTotalTime
  • cse_AsyncIdleTotalTime


Async Chat Session statistics

No results


Writer's note: Either:

  • Put all the reporting-related content on one page (as below), in which case change the H1 of Chat Server Reporting Data to "Integrating with Genesys Historical Reporting" OR
  • Make a new page for the new "Integrating with Genesys Historical Reporting" content and link to the existing "Chat Server Reporting Data" page, but still reformat the latter as suggested below.

Integrating with Genesys Historical Reporting

New content. A similar page in the BGS docs will provide parallel info for chat bot and will refer back to this page for supplementary configuration info.

Starting with Chat Server release 8.5.203.09, historical reporting on chat session activity is available in eServices premise deployments that include the Genesys Reporting & Analytics offering. Writer's note: Maybe also mention here that chat bot reporting is also available in deployments that support BGS + link to the BGS doc for more info.

Chat session reporting relies on Interaction Server reporting events to provide session-related data to the products that enable Genesys historical reporting:

  • Interaction Concentrator, which comprises the Interaction Concentrator (ICON) server and Interaction Database (IDB) -- Stores detailed reporting data from Interaction Server and other sources.
  • Genesys Info Mart -- Extracts, transforms, and loads (ETLs) data from IDB into the Info Mart database, a data mart suitable for contact center reporting.
  • Reporting and Analytics Aggregates (RAA) -- Aggregates Info Mart data to provide contact center activity metrics for downstream reporting applications.
  • Genesys Customer Experience Insights (GCXI) -- Extracts aggregated data from the Info Mart database and presents it in readable historical reports.

This page describes the component and configuration requirements to enable historical reporting on chat session activity in your deployment.

Overview

New content

  1. After a chat session is finished, Chat Server attaches reporting statistics to the user data of the interaction in Interaction Server. For more information about the attached user data key-value pairs (KVPs), see Chat Server reporting data.
  2. ICON stores the user data in the G_USER_DATA_HISTORY table in IDB in near real-time.
  3. On a regular schedule, Genesys Info Mart extracts the IDB data and transforms it into the CHAT_SESSION_FACT table and supporting dimensions in the Info Mart dimensional model. For more information about the session-related tables in the Info Mart database, see the Genesys Info Mart Physical Data Model for your RDBMS. For more information about managing the Genesys Info Mart ETL jobs, see the Genesys Info Mart Operations Guide.
  4. RAA summarizes and organizes the Info Mart data in ways that enable GCXI to extract meaning. For more information about RAA data, see the RAA User's Guide.
  5. GCXI uses the aggregated data in the Info Mart database to present the following out-of-box chat session reports:
    • Chat Message Statistics Report Writer's note: Make these active links if the GCXI pages have been published. Otherwise, leave the generic ref to the GCXI User's Guide, below.
    • Chat Termination Report
    • + more as they get added
    In addition, in deployments that include BGS, there are reports and dashboards on bot-related activity.
    For more information about the GCXI reports, see Chat reports in the GCXI User's Guide.

Enabling historical reporting on chat session activity

New section

Prerequisites

The following table summarizes the minimum release requirements for the components that enable chat session historical reporting.

Component Minimum release
Chat Server 8.5.203.09
ICON 8.1.514.06
Genesys Info Mart 8.5.010
RAA 8.5.010
GCXI 9.0.005

Setting up historical reporting

Important
Genesys Info Mart release 8.5.010 and later provides support for chat session reporting out-of-box, with no additional configuration required on the Genesys Info Mart side. However, to send chat session data to Genesys Info Mart, as well as to see chat session data in GCXI reports, you need to modify the configuration of Interaction Concentrator and RAA.
  1. Ensure that your deployment has been configured as required for Genesys Info Mart to support reporting on eServices activity in general. If necessary, migrate Genesys Info Mart and RAA to meet the release Prerequisites.
    For a summary of the configuration requirements, see Enabling Reporting on Multimedia Activity in the Genesys Info Mart Deployment Guide.
  2. Configure Chat Server to attach the required statistics.
    Set the Chat Server attach-session-statistics option to all (which is not the default value).
  3. Configure ICON to capture the user data KVPs that Genesys Info Mart requires.
    Modify the ICON attached data specification file as necessary, to include the KVPs identified in Chat Server reporting data as KVPs that are used by Genesys Info Mart.
    Tip
    The attached data specification file included in the Genesys Info Mart IP (ccon_adata_spec_GIM_example.xml) includes all the required KVPs.

  4. Enable aggregation of chat session data. (Required for GCXI reporting or other applications that use RAA aggregation.)
    In the [agg-feature] section on the Genesys Info Mart application object, specify the enable-chat option.
    Writer's note: Replace the Optionslink template call with hard-coded "enable-chat" if the RAA update has not yet been published.

End of new content

Chat Server reporting data

After a chat session is finished, Chat Server attaches the following list types of reporting statistics to the user data of the interaction in Interaction Server:

Important
Starting with release 8.5.107, Chat Server attaches reporting statistics and then stops the interaction (if required by the configuration and scenario). Previously, Chat Server was not able to attach the specified reporting statistics if the stop-abandoned-interaction option was set to a value, different from the default value never and the corresponding scenario occurred.

Chat Session Characteristics

The following chat session characteristics are attached at the end of a chat session. If the KVPs are required for the out-of-box chat session reporting provided by Genesys Info Mart and GCXI, the "Info Mart Database Target" column indicates the Info Mart database table and column to which the KVP is mapped.

Unless indicated otherwise, the session characteristics KVPs were introduced in Chat Server 8.5.201.

Writer's note: If necessary because of timing of the Chat Server and GIM releases, the "maps to GIM table" column can be suppressed until GIM announces support for Chat Session reporting.


KVP Description Info Mart Database Target
KVP Description Info Mart Database Target
csg_MediaType

Introduced: 8.5.203.09 (restricted release)		 The MediaType for chat interaction.‏ Always attached.

This KVP is mandatory for Genesys Info Mart reporting.		 CHAT_SESSION_FACT.MEDIA_NAME_CODE
ChatServerSessionClosedAt
 Timestamp of chat session closure.‏ Always attached. CHAT_SESSION_FACT.END_DATE_TIME_KEY
ChatServerSessionStartedAt
 Timestamp of chat session creation.‏ Always attached. CHAT_SESSION_FACT.START_DATE_TIME_KEY
csg_ChatSessionID
 The ID (identifier) of chat session. Could be different from Interaction ID.‏ Might be absent. Only attached if attach-session-statistics value is not "none". Not used by Genesys Info Mart.
csg_LanguageName
 The value identifies the language specified for chat session.‏ Might be absent. Only attached if the values for the corresponding KVPs were set for chat session and attach-session-statistics value is not "none". CHAT_SESSION_DIM.LANGUAGE_NAME (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY)
csg_MediaOrigin
 The value identifies the origination of chat session (web chat, social media channels, sms, and so on).‏ Might be absent. Only attached if the values for the corresponding KVPs were set for chat session and attach-session-statistics value is not "none". CHAT_SESSION_DIM.MEDIA_ORIGIN (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY)
csg_TenantId
 The tenant ID for chat session.‏ Always attached.

This KVP is mandatory for Genesys Info Mart reporting.		 CHAT_SESSION_FACT.TENANT_KEY


Chat Session End Reason Codes

The following reason codes describe what triggered the end of a chat session and how it was triggered. If the KVPs are required for the out-of-box chat session reporting provided by Genesys Info Mart and GCXI, the "Info Mart Database Target" column indicates the Info Mart database table and column to which the KVP is mapped.


KVP Description Info Mart Database Target
KVP Description Info Mart Database Target
csg_SessionEndedAgent

Introduced: 8.5.109		 The indication of agent presence in chat session.

Please note that in this reason code, only human (in other words, non-bot) agents who are visible to a customer are taken into account.
Valid values:

  • ABSENT — Session considered as abandoned. No agent (in other words, not-bot participant visible to client) ever joins chat session.
  • PRESENT — Session considered as not abandoned. At least one agent is still participating in chat session during the moment of chat session closure.
  • VISITED — Session could be considered either as abandoned or not abandoned - depending on business requirements. At least one agent participated in chat session, but no agents were present at the moment of chat session closure.
Note: In the very specific condition of a session restoration having occurred where an agent joins the session before restoration and does not re-join after restoration, and no messages are sent by any chat party before restoration, the value of csg_SessionEndedAgent will be ABSENT.		 Not used by Genesys Info Mart
csg_SessionEndedBy

Introduced: 8.5.105		 The type of participant that triggered the chat session closure.
Valid values:
  • CLIENT — Denotes a customer. This value is provided whenever a client leaves the chat session first. For example, this value will be set when a client leaves while the session continues due to the presence of an agent and ended later by an agent.
  • AGENT, SUPERVISOR, BOT — Denotes either agent, supervisor or chat bot participant. This type is provided only when:
    • A session is closed because the actor (agent/supervisor/bot) sent the Release request with the close if no more agents, or force close after-action; or
    • A session without a customer during the course of this chat session is closed because the actor sent a Release request.
  • SYSTEM — Denotes a server/system. See the csg_SessionEndedReason table for possible reasons.
 CHAT_SESSION_DIM.ENDED_BY (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY)
csg_SessionEndedReason

Introduced: 8.5.105		 The description of how a chat session was closed.
Valid values:
  • DISCONNECT — The participant left due to a disconnect (basic protocol) or a flex timeout expiration (denotes disconnect in flex protocol).
    Possible values for the associated csg_SessionEndedBy: CLIENT, AGENT, SUPERVISOR, BOT
  • QUIT — The participant left a chat session in a normal way (flex logout or basic self-release request, that is with the keep alive after-action).
    Possible values for the associated csg_SessionEndedBy: CLIENT, AGENT, SUPERVISOR, BOT
  • FORCE — The participant left a chat session in a normal way and requested the session to be closed (either close if no more agents or force closure after-action).
    Possible values for the associated csg_SessionEndedBy: AGENT, SUPERVISOR, BOT
  • INACTIVE — Chat Server closed a chat session due to activated inactivity control monitoring.
    Possible values for the associated csg_SessionEndedBy: SYSTEM
  • DB_ERROR — Chat Server closed a chat session because it received the non-recoverable error from UCS while attempting to save the intermediate chat transcript (only possible when the transcript-save-on-error option is set to close).
    Possible values for the associated csg_SessionEndedBy: SYSTEM
    		•  CHAT_SESSION_DIM.ENDED_REASON (referenced through CHAT_SESSION_FACT.CHAT_SESSION_DIM_KEY)


    Chat Session transcript statistics

    Chat Server attaches general and extended reporting statistics, based on the attach-session-statistics option settings.

    General transcript statistics

    In the general transcript statistics, an agent means both an agent and a supervisor, when either of those is visible to a customer. For example, the statistics do not count/include an activity for an agent who is coaching another agent, or for a supervisor who monitors the session silently.

    The following general transcript statistics are attached at the end of a chat session. If the KVPs are required for the out-of-box chat session reporting provided by Genesys Info Mart and GCXI, the "Info Mart Database Target" column indicates the Info Mart database table and column to which the KVP is mapped.

    Unless indicated otherwise, the general transcript statistics KVPs were introduced in Chat Server 8.5.101.

    KVP Description Info Mart Database Target
    KVP Description Info Mart Database Target
    csg_MessagesFromAgentsCount
    		 The total number of all messages sent by all agents (messages which are visible to customer). Note: There can be several agents in a chat session, for example, conferences, transfers, and others. CHAT_SESSION_FACT.MSG_FROM_AGENTS_COUNT
    csg_MessagesFromAgentsSize
    		 The total character count (including spaces) of all messages sent by agents. CHAT_SESSION_FACT.MSG_FROM_AGENTS_SIZE
    csg_MessagesFromCustomersCount
    		 The total number of messages sent by customers. CHAT_SESSION_FACT.MSG_FROM_CUSTOMERS_COUNT
    csg_MessagesFromCustomersSize
    		 The total character count (including spaces) of all messages sent by customers. CHAT_SESSION_FACT.MSG_FROM_CUSTOMERS_SIZE
    csg_PartiesAsAgentCount
    		 The number of parties that participated in a session as agents.
    Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.    		 CHAT_SESSION_FACT.AGENTS_COUNT
    csg_PartiesAsCoachCount
    		 The number of parties that participated in a session in the coaching mode (for example, an agent joins with the VIP visibility).
    Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.    		 Not used by Genesys Info Mart
    csg_PartiesAsMonitorCount
    		 The number of parties that participated in a session in the monitoring mode (for example, a supervisor join with the INT visibility).
    Note: Only unique parties are counted. For example, if the same party joins the session several times, it only counts as one for the purpose of this statistic.    		 Not used by Genesys Info Mart
    csg_SessionTotalTime
    		 The total duration of a chat session from the time it was created until it was completely finished/closed in Chat Server.
    Note: This does not include the time between Chat Session End and Mark Done, as the interaction can still be handled by an agent.    		 CHAT_SESSION_FACT.SESSION_DURATION
    csg_SessionUntilFirstAgentTime
    		 The duration of the waiting period, or the period of time a customer waits until the first agent (visible to a customer) joined the session.
    Note: The 0 (zero) value has two alternative interpretations: no agents ever joined the session (if csg_PartiesAsAgentCount=0) or an agent joined immediately when the session was started (if csg_PartiesAsAgentCount=0).    		 CHAT_SESSION_FACT.UNTIL_FIRST_AGENT_DURATION
    csg_SessionUntilFirstReplyTime
    		 The period of time until the first agent submits the first visible to a customer greeting/message into a chat session. CHAT_SESSION_FACT.UNTIL_FIRST_REPLY_DURATION
    csg_SessionWithCustomerTime
    		 The period of time a customer is in a chat session. Not used by Genesys Info Mart


    Extended (wait-reply) statistics

    The extended statistics provide details about customer and agent wait and reply times. Writer's note: For clarity and consistency, include a statement parallel to the one under general statistics about whether agent includes supervisors.

    The terms wait and reply are defined as follows:

    • Wait time - The time between a message from the reporting party (or the last message, if there were a few messages in a row) being sent and the first message from another party being received in a reply.
    • Reply time - The time between a message (or the first message, for a few messages in a row) from another party being received and the message from reporting party being sent in a reply.

    The following extended transcript statistics are attached at the end of a chat session. If the KVPs are required for the out-of-box chat session reporting provided by Genesys Info Mart and GCXI, the "Info Mart Database Target" column indicates the Info Mart database table and column to which the KVP is mapped.

    Unless indicated otherwise, the extended transcript statistics KVPs were introduced in Chat Server 8.5.101.

    KVP Description Info Mart Database Target
    KVP Description Info Mart Database Target
    cse_AgentReplyMaxTime
    		 The maximum time (in seconds) an agent spent on replying to a customer. CHAT_SESSION_FACT.AGENT_REPLY_MAX_DURATION
    cse_AgentReplyTotalCount
    		 The number of times an agent replied to a customer. CHAT_SESSION_FACT.AGENT_REPLY_COUNT
    cse_AgentReplyTotalTime
    		 The total time (in seconds) an agent spent on replying to a customer. CHAT_SESSION_FACT.AGENT_REPLY_DURATION
    cse_AgentWaitMaxTime
    		 The maximum time (in seconds) an agent spent on waiting the reply from a customer. CHAT_SESSION_FACT.AGENT_WAIT_MAX_DURATION
    cse_AgentWaitTotalCount
    		 The number of times an agent waited for replies from a customer. CHAT_SESSION_FACT.AGENT_WAIT_COUNT
    cse_AgentWaitTotalTime
    		 The total time (in seconds) an agent spent on waiting the reply from a customer. CHAT_SESSION_FACT.AGENT_WAIT_DURATION
    cse_CustomerReplyMaxTime
    		 The maximum time (in seconds) a customer spent on replying to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_MAX_DURATION
    cse_CustomerReplyTotalCount
    		 The number of times a customer replied to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_COUNT
    cse_CustomerReplyTotalTime
    		 The total time (in seconds) a customer spent on replying to an agent. CHAT_SESSION_FACT.CUSTOMER_REPLY_DURATION
    cse_CustomerWaitMaxTime
    		 The maximum time (in seconds) a customer spent on waiting the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_MAX_DURATION
    cse_CustomerWaitTotalCount
    		 The number of times a customer waited for the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_COUNT
    cse_CustomerWaitTotalTime
    		 The total time (in seconds) a customer spent on waiting the reply from an agent. CHAT_SESSION_FACT.CUSTOMER_WAIT_DURATION


    Bot-related statistics

    New subsection.

    In deployments that include Bot Gateway Server (BGS), Chat Server also attaches the following KVPs:

    • csg_MessagesFromBotsCount
    • csg_MessagesFromBotsSize
    • csg_SessionUntilFirstBotTime
    • csg_PartiesAsBotCount

    For more information about the bot-related KVPs, see link.

    Writer's note: PMs to confirm wording of a BGS restriction/upsell statement. Something like the following:

    Important
    BGS availability is currently restricted. For more information about including chat bot functionality in your eServices deployment, contact your Genesys account representative.

    Writer's note: Alternatively, since content will be single-sourced and the only markup to provide the detail is a template call, we can easily put the detail on this page as well.

    Monique, the rest of the markup on this page is the "parameterized" source content that will go on the Library book page. You can manually group the KVPs under sub-headings (as done here) or just put them on the page in any order; the KVPCategory parameter is used to select and group them, as in the queries above.

    Chat session characteristics

    End reason codes

    Transcript - General

    Transcript - Extended

    This page was last edited on September 20, 2018, at 16:56.
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