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Agent Name
|
First name and last name of the agent.
|
|
Agent ID
|
Login ID
of the agent.
|
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Chat Start Time
|
Time at which the agent accepts the chat.
|
|
Chat End Time
|
Time at which the agent ends the chat.
|
|
Duration
|
Elapsed time between the chat start time and the chat end time.
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|
Contact
ID
|
Unique contact ID that identifies the chat contact.
|
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Chat Routed CSQ
|
Contact Service Queue (CSQ) that routed the chat contact to the
agent.
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|
Chat Skills
|
Skills that are associated with the agent for handling a chat
contact.
|
|
Active Time
|
Time the agent spends chatting with the chat contact.
Summary info—Sum of
the records in this column.
|
|
Accept Time
|
Time taken by the agent to accept the chat contact after it is
allocated to the desktop.
Summary info—Sum of
the records in this column.
|
|
Chat Type
|
Type of chat contact. There are two
types—One-to-One and Group Chat. |
|
Source
|
Origin
of the chat. There are three types of chat source:
-
Bubble Chat—A chat popover
that appears on the customer's web page that allows
users to chat.
- Fb Messenger—Messaging service from Facebook which
can be used
by end-users to chat with the Contact Center.
- Other—(includes Classic Chat and any third-party
chat integrations).
|
|
Rating
|
Rating given by the customer for the chat.
|