how to report on web chat transfers
our business is looking to identify chat metrics around transfers
e.g. in a client's chat session how many transfers took place, and information about each transfer i.e. from current representative to which transferred representative / queue,
also how can you tell if a transferred chat was accepted or declined (whether representative declined or transfer timed out )
(if more detailed information could be added in the chat transcript regarding transfer it would simplify our reporting needs as the chat transcript could all the information needed ??)
I have seen some information in
ChannelServices-Conversation-Timeline
ChannelServices-Conversation-Summary
but don't have enough information about how to use the reports - so any documentation on the report definitions would be very helpful.
one of the questions is what the status's Unprocessed, Resolved etc mean.
it seems the information is there but no explanation of what actually is there and how to use it
Accepted Solution
Updated: 14 Sep 2020 4:40 EDT
Pegasystems Inc.
US
HI, you seem to have landed in the correct place. The list below shows what type of information each of those entries hold.
- 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.
Labb Consulting
GB
Hi Amit, thanks for the reply
that is very helpful.
one further question is , some of the chat status are not clear - is there any further information on the following chat status values (ChannelServices-.czConversationStatus ) in particular:
Unprocessed
??
Pegasystems Inc.
US
Unprocessed is the initial state of chat request. The requests are routed by a queue processor, which runs on demand. So, until the request is picked up by the processor, it stays in the Unprocessed state. You can look at entries in teh ChannelServices-Conversation-Timeline table to see the full order of processing of how a request goes from unprocessed to complete.