The chat log includes all chat data, including transcript.
To Acces 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.
Chat Log Overview
|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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