Where can I review chat details and related agent sessions?
Environment:
Chat, Analytics
Resolution:
There are several useful reports in the Chat Reports folder for administrators to review a variety of chat details. Below are just a few commonly used reports:
Chat Audit Report (ID 3047)
Path: \Public Reports\Service\Chat Reports\Audit Reports
The report provides details about the chats that were requested during the selected time period. The report has multiple links to additional reports to provide further details on agent and queue data to provide a 360 degree view of chat data to assist managers in making business decisions.
Chat Chain of Custody Report (ID 3059)
Path: \Public Reports\Service\Chat Reports
This report provides information regarding the agent involvement in all sessions and sub-sessions of a chat for the time period specified by the user. Information available includes the start time,end time and agent handled time of each agent's sub-session, the initial and transfer to queue wait times and the queue from which the chat sub-session was received.
Agent Chat Involvement Report (ID 3060)
Path: \Public Reports\Service\Chat Reports
This report provides information regarding the agent's involvement in all sessions and sub-sessions of chats for the time period specified by the user. Information available includes the start time,end time and agent handled time of each agent's sub-session as well as the queue from which the chat sub-session was received.
Agent Session Performance Report (ID 3061)
Path: \Public Reports\Service\Chat Reports
This report displays summarized agent interval data per agent session.
All Chats (ID 3017)
Path: \Public Reports\Service\Chat Reports
Provides a list of all chats which occurred during the selected date range. This gives chat details and links to chat events.
Agent Utilization Report (ID 3062)
Path: \Public Reports\Service\Chat Reports
This report shows agent utilization information including the amount of time the agent was logged in, the total time the agent was active and the percentage of time the agent was active while logged in.
