Download Report


Overview


This provides all the required RAW information in excel file related to BOT and Live Human Agents using Live Chat Software. This data helps the Brand & Businesses to import this data in their favourite analytics tool and perform deep analysis.

Filters


All the data shown with-in raw report are with respect to the Department and Date filter

Department


All the defined departments are available as part of this filter. All Live Chat Software Human Agents and BOT conversations are mapped to Department.

Date


Select the date range, please note that the date range can’t be more than 1 month.

Chat Raw Report


Column Description
Chat Id Unique identifier for chat
Initiated By This indicates how the chat was initiated. There are two types of chat initiation Proactive or Customer Initiated
Department of Conversation Conversation Department
Conversation/Request Type Name of the conversation
Intermediate Transfer Details This helps you visualize chats that were transferred to Live Human Agents on Live Chat Software.
  • BOT Transfer Due to Failure
  • BOT Transfer: These are planned transfers with-in conversation
  • Department Transfer: Agent from one department in Live Chat Software transferring the chat to another department
Trigger Group All the triggers can be grouped logically. This helps Brands/Businesses logically group triggers and them from analytics perspective.
Trigger Name The name provided to each trigger
Trigger Description Description for the trigger
Chat Closed By Department Department which closed the chat
Trigger Department Department association for the trigger
Visitor Replied True – There is a reply from customer
False – There is no reply from customer
Handled By BOT, Agent, Missed Chat or Visitor Not Replied
Agent Name If Chat closed by Agent, then the Name of the Agent who closed this chat
Chat Initiated Time Chat Initiated Timestamp
BOT Initiated Time BOT Initiated Timestamp
Bot Chat Duration BOT Duration in readable format
Bot Chat Duration(seconds) BOT Duration in seconds
Agent Initiated Time Agent Initiated Timestamp
Agent Chat Duration Agent Chat Duration in readable format
Agent Chat Duration(seconds) Agent Chat Duration in seconds
Agent FRT Time First Response time in readable format
Agent FRT Time(seconds) First Response time in sec
Chat closed time Chat closed timestamp
Chat Duration Chat duration in readable format
Chat Duration(seconds) Chat duration in seconds
Visitor Id Unique Visitor id
Device Type Device Type used by customer Example: Web, Mobile, Tablet
Channel Channel of the customer. Example: Facebook, Web, Mobile, etc
Message Count Total messages flown between BOT & Customer
Chat Transcript Transcript of the chat
Customer Name Customer Name, If available as part of the BOT conversation
Customer E-Mail Customer Email, If available as part of the BOT conversation
Customer Contact Number Customer Number, If available as part of the BOT conversation
Post Operator Survey Each Post Operator Survey input is added as separate column in the download report for future analysis

Chat Time - Raw Report


Column Description
Chat Id Unique identifier for chat
Department Conversation Name
Handled By BOT, Agent, Missed Chat or Visitor Not Replied
Agent Name If Chat closed by Agent, then the Name of the Agent who closed this chat
Time Type
  • Agent Active Time
  • Agent FRT
  • Agent Hold
  • BOT Conversation Handling Time
Time Time in readable format
Time(seconds) Time in second
Conversation Name If handled by BOT then name of the BOT conversation

Product Data - Raw Report


Column Description
Chat Id Unique identifier for chat
Query Type This is only populated when the conversation is Menu driven and the first level menu option selected by customer is populated over here
Product This is only populated when the conversation is Menu driven and the second level menu option selected by customer is populated over here