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

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

2020-07-25T02:30:51Z

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

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

2020-07-15T11:46:24Z

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

Tgilchri: Published

2020-06-12T13:47:44Z

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Tgilchri: Published

2020-06-12T13:37:06Z

Published

Bgrenon: Published

2020-06-08T16:44:51Z

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2020-06-08T15:13:08Z

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Bgrenon: Published

2020-06-08T14:41:44Z

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2020-06-08T14:21:36Z

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{{Article
|Standalone=No
|DisplayName=Chat Session Report
|TocName=Chat Session Report
|Context=Examine the number of chat sessions, the number of messages within chat sessions, and how often chats were missed or transferred.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator, Supervisor
|Application=Reporting, Reporting GCXI
|Section={{Section
|sectionHeading=Understanding the Chat Session Report
|anchor=HRCXIChatSssnReport
|alignment=Horizontal
|Media=Image
|image=GCXI ChatSessionReport.png
|structuredtext=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:<br />
{{RepositoryTemp|SampleChatSessionReport.pdf|415370471197|SampleChatSessionReport.pdf}}
|Status=No
}}{{Section
|sectionHeading=Prompts for the Chat Session 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.
{{!}}-
{{!}}Media Type
{{!}}Optionally, select the type of media to include in the report—for example, CHAT, Facebook, Twitter, or SMS. See the table {{Link-SomewhereInThisManual|topic=HRCXIChatSssn|anchor=TypeVsOrigin|display text=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 {{Link-SomewhereInThisManual|topic=HRCXIChatSssn|anchor=TypeVsOrigin|display text=Media Type vs Media Origin}} for more information.
{{!}}-
{{!}}}

The following table explains how Media Type differs from Media Origin.
{{AnchorDiv|TypeVsOrigin}}
{{{!}}
{{!}}+'''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
{{!}}-
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Attributes used in Chat Session Report
|anchor=Attributes
|alignment=Vertical
|structuredtext={{{!}}
!'''Attribute'''
!'''Description'''
!'''Info Mart Column'''
{{!}}-
{{!}}Tenant
{{!}}This attribute enables data within the reporting interval to be organized by tenant.
{{!}}TENANT.TENANT_NAME
{{!}}-
{{!}}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 {{Link-SomewhereInThisManual|topic=HRCXIChatEngmnt|anchor=TypeVsOrigin|display text=Media Type vs Media Origin}} for more information.
{{!}}MEDIA_TYPE.MEDIA_NAME
{{!}}-
{{!}}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 {{Link-SomewhereInThisManual|topic=HRCXIChatEngmnt|anchor=TypeVsOrigin|display text=Media Type vs Media Origin}} for more information.
{{!}}CHAT_SESSION_DIM.MEDIA_ORIGIN
{{!}}-
{{!}}Day
{{!}}This attribute enables data within the reporting interval to be organized by a particular day.
{{!}}DATE_TIME.LABEL_YYYY_MM_DD
{{!}}-
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Metrics used in the Chat Session Report
|anchor=Metrics
|alignment=Vertical
|structuredtext={{{!}}
!'''Metric'''
!'''Description'''
!'''Source or Calculation'''
{{!}}-
{{!}}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.
{{!}}SESSIONS_MISSED = sum(case when sf.MSG_FROM_CUSTOMERS_COUNT > 0 and sf.MSG_FROM_AGENTS_COUNT = 0 then 1 else 0 end))
{{!}}-
{{!}}Chats Transferred
{{!}}Total number of chats that were transferred to an agent during the reporting period.
{{!}}SESSIONS_TRANSFERRED = sum(case when sf.AGENTS_COUNT> 1 then 1 else 0 end)
{{!}}-
{{!}}% Chats Missed
{{!}}Percentage of chats requested by clients that were not answered by agents.
{{!}}Total Missed Chats / Total Chats
{{!}}-
{{!}}% Chats Transferred
{{!}}Percentage of chats requested by clients that were transferred to an agent.
{{!}}Total Transferred Chats / Total Chats
{{!}}-
{{!}}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.
{{!}}
{{!}}-
{{!}}}
|Status=No
}}
}}

@@ Line 153: / Line 153: @@
 {{!}}-
 {{!}}}
 |structuredtextwide=
 |FAQHeading=

@@ Line 5: / Line 5: @@
 |Context=Examine the number of chat sessions, the number of messages within chat sessions, and how often chats were missed or transferred.
 |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 Session Report
@@ Line 20: / Line 21: @@
 To get a better idea of what this report looks like, view sample output from the report:<br />
 {{Repository|SampleChatSessionReport.pdf||SampleChatSessionReport.pdf}}
 |Status=No
 }}{{Section
@@ Line 25: / Line 28: @@
 |anchor=Prompts
 |alignment=Vertical
 |structuredtext=All prompts in this report are optional; run them with no value to return all available data.
 {{{!}}
@@ Line 84: / Line 89: @@
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 89: / Line 96: @@
 |anchor=Attributes
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''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 {{Link-SomewhereInThisManual|topic=HRCXIChatEngmnt|anchor=TypeVsOrigin|display text=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 {{Link-SomewhereInThisManual|topic=HRCXIChatEngmnt|anchor=TypeVsOrigin|display text=Media Type vs Media Origin}} for more information.
 {{!}}-
 {{!}}Day
 {{!}}This attribute enables data within the reporting interval to be organized by a particular day.
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 116: / Line 122: @@
 |anchor=Metrics
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''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.
 {{!}}-
 {{!}}}
 |Status=No
 }}
 }}

PEC-REP/Current/RPRT/HRCXIChatSssn - 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

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"