Chat Message Statistics Report

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This topic is part of the manual Historical Reporting with Genesys CX Insights for version Current of Reporting.

Analyze the volume and duration of chat exchanges between customers and agents.


Understanding the Chat Message Statistics Report

The (Chat folder) Chat Message Statistics Report provides detailed information about the number and duration of chat messages exchanged between customers and agents.

To get a better idea of what this report looks like, view sample output from the report:

Sample Chat Message Statistics Report.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 Message Statistics 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 Message Statistics 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 Message Statistics Report

Metric Description
Avg Messages sent by Agent The average number of messages sent by agents, per chat session.
Avg Messages sent by Customer The average number of messages sent by callers / customers, per chat session.
Avg Characters per Session typed by Agent The average number of characters typed by agents, per session.

To view more detailed information about the metrics and attributes in this report, and other metrics and attributes that can be used to customize reports, see the Genesys CX Insights Projects Reference Guide.