Chat Session Report

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

Examine the number of chat sessions, the number of messages within chat sessions, and how often chats were missed or transferred.

Understanding the Chat Session Report

1

Use the (Chat folder) Chat Session Report to learn more about the number of chat sessions handled in your contact center within a specific time period, including details about the number of messages within the chat sessions, and the number and percentage of chat sessions that were missed or transferred.

A session is defined as a single interaction or chat conversation (which can contain more than one engagement by any given agent), as opposed to a thread, which is a series of sessions related by a common thread ID.

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

SampleChatSessionReport.pdf

Prompts for the Chat Session 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.
Media Type Optionally, select the type of media to include in the report—for example, CHAT, Facebook, Twitter, or SMS. See the table Media Type vs Media Origin for more information.
Tenant Optionally, select a tenant on which to report.
Media Origin Optionally, select the chat session place of origin—for example, CHAT, Facebook, Twitter, or SMS. See the table Media Type vs Media Origin for more information.

The following table explains how Media Type differs from Media Origin.

Media Type vs Media Origin
Media Media Type Media Origin
Chat CHAT Chat
Facebook private messaging CHAT Facebook
Facebook public messaging Facebook Facebook
Twitter direct message CHAT Twitter
Twitter Twitter Twitter
SMS SMS SMS

Attributes used in Chat Session Report

Attribute Description
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—for example, CHAT, Facebook, Twitter, or SMS. See the table Media Type vs Media Origin for more information.
Media Origin This attribute enables data to be organized by where the chat session originated—for example, CHAT, Facebook, Twitter, or SMS. See the table Media Type vs Media Origin for more information.
Day This attribute enables data within the reporting interval to be organized by a particular day.

Metrics used in the Chat Session Report

Metric Description
Chats The total number of chat sessions.
Chats Missed Total number of chats requested by clients that were not answered by agents during the reporting period.
Chats Transferred Total number of chats that were transferred to an agent during the reporting period.
% Chats Missed Percentage of chats requested by clients that were not answered by agents.
% Chats Transferred Percentage of chats requested by clients that were transferred to an agent.
Messages From Customer Total number of customer messages in all chat sessions within the reporting period.
Messages From Agent Total number of agents messages in all chat sessions within the reporting period.
Avg Session Time (Fmt) The average duration (HH:MM:SS) of chat sessions within the reporting period.

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.