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Real-time chat reporting
Answer ID 4009   |   Last Review Date 11/16/2019

Which chat reports are available in real time?

Environment:

Chat Analytics, Real-time chat reporting
Oracle B2C Service

Resolution:

Real-time reports and dashboards for chat are available.  All of these reports have a default refresh rate of fifteen seconds or less and are located in Public Reports -> Service -> Chat Reports -> Real-Time Reports.

Active Chat List Per Agent (ID 3037): This report displays information about active chats that are assigned to agents.

Active Chat List Per Queue (ID 3039): This report displays information about active chats in queues.

Chat Agent Home–Real Time (ID 3505):  This dashboard is a real-time version of the Chat Agent Home dashboard located at Public Reports -> Service -> Chat Reports.

Chat Agent List Per Queue (ID 3041): This report displays information about agents and their assignment to queues.

Chat Agent Queue Snapshot (ID 3042):  This report displays information about an agent’s current chats.

Chat Supervisor Home–Real Time (ID 3504):  This dashboard is a real-time alternative to the Chat Supervisor Home dashboard located at ->Public Reports -> Service -> Chat Reports.

Chat Supervisor Queue Snapshot (ID 3043):  This report displays information about each engagement in a queue.

Current Chat Agent Statistics (ID 3036):  This report displays statistics for individual agents.

Current Chat Group Statistics (ID 3035):  This report displays statistics for agent groups.

Current Chat Queue Statistics (ID 3038):  This report displays statistics for chat queues.

My Chat Agent Statistics (ID 3044): This report displays basic statistics for the current agent.

Waiting Chat List Per Queue (ID 3040):  This report displays information about waiting chats in queues.

Wrap-Up Chat List Per Agent (ID 3069): This report displays information about chats currently in wrap-up mode for each agent.


For additional information, refer to the 'Real-time chat reports' section in online documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.

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