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JavS9029 Member since 2017 4 posts
StepChange Debt Charity
Posted: 1 month ago
Last activity: 5 days ago
Solved

how to report on web chat transfers

our business is looking to identify chat metrics around transfers

 e.g. in a client's chat session  how many transfers took place, and information about each transfer  i.e. from current representative to which transferred representative / queue,

 

also how can you tell if a transferred chat was accepted  or declined (whether representative declined or  transfer timed out )

 

(if more detailed information could be added in the chat transcript regarding transfer it would simplify our reporting needs as the chat transcript could all the information needed ??) 

 

I have seen some information in 

ChannelServices-Conversation-Timeline

ChannelServices-Conversation-Summary

 

but don't have enough information about how to  use the reports - so any documentation on the report definitions  would be very helpful.

one of the questions is what the status's Unprocessed, Resolved etc mean.

 

it seems the information is there but no explanation of what actually is there and how to use it 

 

 

 

Pega Chat 8.1 Reporting Financial Services System Architect
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