Default Dashboards

Chat Detailed Report

A default dashboard showing details for each chat session, in chronological order.

Chat Detailed Report dashboard

Fig. 1 - Chat Detailed Report (default dashboard)

Locked Locked

Contains the following widget:

Static report (summary) widget, with the following default filters:

Filter Default Value Can be changed?
Time Today Yes
Item MediaType = chat Yes

Displays the following data items for each completed chat session:

Label Description
Campaign The campaign with which this session is associated.
Start For outbound campaigns, the timestamp for the session being launched.

For inbound queues, the timestamp of the session being queued.
Talk Time The sum of
  • J8 (connected)
  • J9 (on hold)
  • K0 (on mute)
  • K1 (transferring)
  • K2 (conferencing)
User Outcome Name The name of the session outcome as chosen by the user. Applies only to agent-connected sessions.
Queue Time The sum of
  • J4 (connect signalled)
  • J5 (enqueued)
  • J7 (offering)
Connected Duration - Total Total time in 'connected to user' state (in direct conversation between the customer and a user).
Chat Agent First Response Time The agent's first response time for a chat session.