PEC-REP/Current/RPRT/HRCXIChatMsgStat - Revision history

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:32:57Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:53Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Tgilchri: Published

2020-06-12T13:47:17Z

Published

Bgrenon: Published

2020-06-08T16:46:38Z

Published

Bgrenon: Published

2020-06-08T15:20:39Z

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Bgrenon: Published

2020-06-08T14:40:18Z

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Bgrenon: Published

2020-06-08T14:21:29Z

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New page

{{Article
|Standalone=No
|DisplayName=Chat Message Statistics Report
|TocName=Chat Message Statistics Report
|Context=Analyze the volume and duration of chat exchanges between customers and agents.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator, Supervisor
|Application=Reporting, Reporting GCXI
|Section={{Section
|sectionHeading=Understanding the Chat Message Statistics Report
|anchor=HRCXIChatMessageStatisticsReport
|alignment=Horizontal
|Media=Image
|image=GCXI ChatMsgStatReport.png
|structuredtext=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:<br />
{{Repository|SampleChatMessageStatisticsReport.pdf|de399e42-62e0-4507-bf06-9911a1fefb67|Sample Chat Message Statistics Report.pdf}}
|structuredtextwide=The following tables explain the prompts you can select when you generate the report, and the metrics and attributes represented in the report:
|Status=No
}}{{Section
|sectionHeading=Prompts for the Chat Message Statistics Report
|anchor=Prompts
|alignment=Vertical
|structuredtext=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.
{{!}}-
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Attributes used in Chat Message Statistics Report
|anchor=Attributes
|alignment=Vertical
|structuredtext={{{!}}
!'''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.
{{!}}-
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Metrics used in the Chat Message Statistics Report
|anchor=Metrics
|alignment=Vertical
|structuredtext={{{!}}
!'''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.
{{!}}-
{{!}}}
|Status=No
}}
}}

@@ Line 5: / Line 5: @@
 |Context=Analyze the volume and duration of chat exchanges between customers and agents.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator, Supervisor
 |Application=Reporting, Reporting GCXI

@@ Line 8: / Line 8: @@
 |Role=Administrator, Supervisor
 |Application=Reporting, Reporting GCXI
 |Section={{Section
 |sectionHeading=Understanding the Chat Message Statistics Report
@@ Line 19: / Line 20: @@
 {{Repository|SampleChatMessageStatisticsReport.pdf||Sample Chat Message Statistics Report.pdf}}
 |structuredtextwide=The following tables explain the prompts you can select when you generate the report, and the metrics and attributes represented in the report:
 |Status=No
 }}{{Section
@@ Line 24: / Line 26: @@
 |anchor=Prompts
 |alignment=Vertical
 |structuredtext=All prompts in this report are optional; run them with no value to return all available data.
 {{{!}}
@@ Line 48: / Line 52: @@
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 53: / Line 59: @@
 |anchor=Attributes
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Attribute'''
@@ Line 67: / Line 75: @@
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 72: / Line 82: @@
 |anchor=Metrics
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Metric'''
@@ Line 86: / Line 98: @@
 {{!}}-
 {{!}}}
 |Status=No
 }}
 }}

PEC-REP/Current/RPRT/HRCXIChatMsgStat - Revision history

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Tgilchri: Published

Bgrenon: Published

Bgrenon: Published

Bgrenon: Published

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"