Chat Log
The chat log includes all chat data, including transcripts.
To Access the Chat Log Interface
- Select a project from the project list, then select Logs and statistics > Chat log.
- Set the time interval you need the statistics for.
- Optional: press
for more filtering options. - Press Search.
for more filtering options.Chat Log Overview
| Name | Description |
|---|---|
| Chat ID | Chat session identifier number. The number is generated when a session starts. |
| Date | The time when the chat session started. |
| Duration (sec) | The time the agent and the visitor spent chatting. |
| First Agent | The agent who responded first in the conversation. |
| Last Agent | The agent who responded last in the conversation. |
| Platform | The platform the chat session was initiated from. (A third-party app or a website.) |
| Ticket ID | The identifier number of the ticket which is assigned to the chat session. |
| Ticket Number | The number of the ticket which is assigned to the chat session. The number is generated when a ticket is created. |
| Ticket Type | The type of the ticket which is assigned to the chat session. |
| Queue | The queue from which the visitor was connected to an agent. |
| IP Address | The IP address of the visitor participating in the chat conversation. |
| Spam | Indicates if the chat message was flagged as spam. |
| Preview | A snippet of the conversation's content. |
| Disposition | A chat-specific disposition indicating the outcome of the chat session. The disposition is automatically allocated to the record by the system when the chat conversation is closed. |
| Start URL | The URL address of the web page where the chat conversation was initiated by the visitor. |
| End URL | The URL address of the web page where the chat conversation ended. |
| First Queue | The first chat queue in which a conversation started. |
| Last Queue | The chat queue in which the conversation ended. |
| First Visitor Message Date | Time of the visitor's first message. |
| First Agent Reply Date | Time of the agent's first message. |
| First Response Time (sec) | Time elapsed between the visitor's and the agent's first message. It indicates how long a visitor needs to wait to receive an initial response. |
Tip: Add or remove additional information columns by using the
button.Note: Click here to view the Hungarian version of this table.
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