Chat Summary Report
The Chat Summary report provides a summary of chat interactions by Queue within the selected criteria. The results can be expanded to show the chats that are included within the summary. Expand again to show the transcripts, event history, and notes for the selected chat.
Select the following items to query, then click submit:
- Site: Select Site.
- Queue: Select the Queue.
- In The Last: Select a time frame to automatically fill the Start and End date/time.
- Start: Use this to enter an exact start date/time.
- End: Use this to enter an exact end date/time.
The initial output shows the following summary data:
| Report Heading | Description |
|---|---|
| Name | Chat queue name. |
| Total Chats Created | Chats created during time frame specified. |
| Answered | Number of chat items answered by agents. |
| Abandoned | Chats that were abandoned by end users before an agent could answer them. |
| Transferred | Chats transferred to other chat queues or agent. |
| Handle Time | The time between when the agent answers and close the email work item. |
| Average Handle Time | Average time to answer and close a chat item. |
| Average Speed of Answer | Average speed of time between chat initiation and answer by an agent. |
To see details of the chat items that are included in the summary, click the up arrow to the left of the record you wish to expand.
| Report Heading | Description |
|---|---|
| Request No | Chat item request number |
| First Name | First name of customer who initiated the chat. |
| Last Name | Last name of customer who initiated the chat. |
| Customer’s email address | |
| Request | Time chat was requested |
| Delivered | Time chat was delivered to a queue |
| Established | Time chat was established |
| End | Time chat was ended |
| Closed | Time chat was closed by the agent |
To view individual chat details, click the up arrow to expand again to the detail level.
Resulting screen tabs: Transcript, History, Notes.
The following items can be viewed for each chat.
| Transcript details | Description |
|---|---|
| Date | Date/Time of transcript event |
| From | Agent or user who initiated the transcript event. |
| Message | Actual message transcript of the chat session |
| History details | Description |
|---|---|
| Date | Date/Time of chat session events |
| Author | Agent or user who authored the event. |
| Message | Event log of chat session. Example: Chat Created, Chat Ended |
| Notes details | Description |
|---|---|
| Date | Date/Time note was written |
| Author | Agent or user who authored the event. |
| Message | Actual text of the note added during dispositioning |