Pega Chat report
I am looking for information on reporting for Pega Chat but I am not finding much to give me an idea of what is available out of the box, some basic metrics my org would be interested in:
1. Abandon rate [a user initiates a web chat and drops it before an agent is able to pick it up]
2. Chat create & close time/date (total session time)
3. Chat transfers
***Edited by Moderator Marissa to update Content Type from Discussion to Question***
Accepted Solution
Updated: 9 Sep 2020 14:09 EDT
Pegasystems Inc.
US
Hi Tony, there are a number of OOTB reports that are available to get the data that you are interested in. The information I'm providing below are CS 8.3 and later.
Chat abandon rate is available as a dashboard widget in the Customer Service category. There are a number of data pages that are built to support these. D_ChatAbandonRateGrid is one of them, but there are others that are named the same way that you can explore.
For Chat create and end time, there are a number of ways to get this data. If you look at ChannelServices-Conversation and ChannelServices-Conversation-Summary classes, you will see a number of reports. The czConversationStartTime and czConversationEndTime will capture the time of starting and ending of chat. If you are interested in the amount of time a CSR spent on the chat, you can also use the Focus time metric which keeps track of the amount of time a chat was in front of an agent's eye. So, if an agent is handling multiple chats, the focus time only counts the amount of time that a given tab is in focus. The ones not in focus are not counting the time. This is available for all channels, but a report can be created to filter out the chats.
Hi Tony, there are a number of OOTB reports that are available to get the data that you are interested in. The information I'm providing below are CS 8.3 and later.
Chat abandon rate is available as a dashboard widget in the Customer Service category. There are a number of data pages that are built to support these. D_ChatAbandonRateGrid is one of them, but there are others that are named the same way that you can explore.
For Chat create and end time, there are a number of ways to get this data. If you look at ChannelServices-Conversation and ChannelServices-Conversation-Summary classes, you will see a number of reports. The czConversationStartTime and czConversationEndTime will capture the time of starting and ending of chat. If you are interested in the amount of time a CSR spent on the chat, you can also use the Focus time metric which keeps track of the amount of time a chat was in front of an agent's eye. So, if an agent is handling multiple chats, the focus time only counts the amount of time that a given tab is in focus. The ones not in focus are not counting the time. This is available for all channels, but a report can be created to filter out the chats.
The ChannelServices-Conversation-Summary table also keeps track of how many times a chat was transferred. I don't think an OOTB report exists, but it can be easily created. The list below is all the classes related to chat metrics and what it holds. The last two are persisted for reporting. #3 will get you most of the details you are looking for.
- Queued Conversations (ChannelServices-Conversation-Queued)
- Temporary table that holds the queued conversations at any given point of time. Once the request is routed, record is deleted from this table.
- Active Conversations (ChannelServices-Conversation-Active)
- Temporary table that holds the active conversations at any given point of time. Once the request is closed (completed/abandoned/transferred to queue/ended), record is deleted from this table.
- Conversation Summary (ChannelServices-Conversation-Summary)
- Holds the latest status for a conversation at any give point of time. Is persisted for reporting.
- Conversation Timeline (ChannelServices-Conversation-Timeline)
- Holds the event log for conversations throughout its lifecycle. Is an entire timeline view of conversation and data is persisted for reporting.
Hope all this is helpful.