Web Chat Sessions List
For Web Chat 1.0 only.
This report is a data export showing each web chat session that entered an ACD queue along with information about how each was handled by an agent. You can filter the dashboard report to show web chat sessions directed to particular queues.
Note: not all columns are shown (see below for full details).
Basic Information
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Category |
Queue |
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Custom or data export |
Data export |
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Channels |
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Historical Data Source |
CONTACT Data Records |
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Supported formats |
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Data Export Fields
The following data export fields are displayed. In the table below, a thicker line is used to aid readability by separating groups of fields with a common theme (for example, separating agent-related fields from guest-related fields).
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Data export field |
Description |
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Call Date/Time |
The date and time the guest initiated a web chat session. |
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Destination Address |
The storm access point on which the web chat request arrived. |
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Queue |
The name of the queue entered by the web chat request. |
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Total Queue Wait Time |
The total duration for which the web chat request waited in queues. In MM:SS. |
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Agent Group |
The name of the agent group to which the web chat request was routed and presented to an agent. |
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Agent |
The name of the last agent to service the web chat. |
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Guest |
The name entered by the guest in the chat window. This is the Originating Address data export field renamed. |
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Subject |
The subject of the web chat entered by the guest in the chat window. |
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Status |
This is one of the following:
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Message Count |
The number of messages in the web chat session. |
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Guest time to Respond |
The sum total of each guest response duration. Every such duration is measured from when a guest received a web chat message from the agent to when the guest responded. In MM:SS |
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Guest Message Count |
The number of messages sent by the guest in the web chat session. |
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Guest Attachment Count |
The number of attachments sent by the guest in the web chat session. |
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Guest time to first message |
The elapsed time from the start of the web chat session to the guest's first message transmission. In MM:SS |
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Guest time from last message |
The elapsed time between a guest's last message and the end of the web chat session. In MM:SS |
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Agent time to Respond |
The sum total of each agent response duration. Every such duration is measured from when an agent received a web chat message from the guest to when the agent responded. In MM:SS |
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Agent Message Count |
The number of messages sent by the agent in the web chat session. |
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Agent Attachment Count |
The number of attachments sent by the agent in the web chat session. |
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Agent time to first message |
The elapsed time from the start of the web chat session to an agent's first message transmission. In MM:SS |
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Agent time from last message |
The elapsed time between an agent’s last message and the end of the web chat session. In MM:SS |
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Agent time to respond per message |
The average time for an agent to respond to a guest message in the web chat session. In MM:SS |
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Transcript Email Address |
The email address to which the web chat transcript was sent (where relevant). |
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Chat Duration |
The duration of the web chat session measured from the point when the session started to the point when either the guest or the agent ended it. In HH:MM:SS |
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Completion Code |
The last agent-selected completion code in the web chat session. |
Report Filters
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Filter |
Setting |
Configurable on dashboard? |
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Communication Type |
Includes web chat sessions only. |
No |
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Queue |
Includes web chat sessions to all queues. |
Yes. Use the filter to include or exclude individual queues. |
For instructions on applying filters to a dashboard report, see Filter a Historical Report'.