Documentation

My chats

Author: Łukasz Strumiński

Created: 2023-03-08. Updated: 2023-03-08.

The My reports - My chats report allows you to see all chats conducted by a logged-in agent.

When you click on a selected conversation, you can see its progress on the right side of the screen.

You can search for messages using filters:

• Conversation ID - individual ID of a given conversation,
• Agent - agent who participated in the conversation,
• Customer - customer with whom chat was conducted,
• Chatbot - chatbot that participated in the conversation,
• Queue - queue from which you want to see the calls,
• Email - email address of the customer with whom the chat was conducted,
• Content - message content,
• Rating - customer rating (sad face, neutral face, smiling face),
• Ended by - chats that have been ended by a customer, agent, chatbot or system,
• Handled by - chats that were handled by an agent, chatbot or chatbot and agent,
• Start date - start date of the chat,
• First response time - time interval expressed in seconds for the response in a chat that was directed to the agent (without empty chats),
• Tags - tags with which chats have been marked,
• IP address - customer's IP address,
• Source contains - link of the page from which the customer connected,
• With GDPR consent - chats for which consent has been given to process data,
• Unanswered - messages that did not get a response.

When you select a conversation on the right, you can see its progress.

To hide the chat dialog, click .

Each chat is described by the following columns:

• Conversation ID - individual ID of a given conversation,
• - amount of chat interaction,
• Start date - date and time of the conversation start,
• Duration - duration of chat,
• Queue - chat queue name,
• Transfer to - name of the queue to which the transfer took place,
• Customer - name of the customer who starts the chat,
• Email - e-mail address of the customer who starts the chat,
• Agent - name of the agent who received the chat,
• Ended by - information about who ended the chat (Client/Agent/Chatbot/System),
• Rating - customer's rating of the chat (sad, neutral or smiling smiley face),
• Comment - comment on the rating given,
• Tags - tags assigned to the conversation,
• GDPR consent - The customer has/has not given GDPR consent for the chat,
• Handled by agent - whether the chat was handled by an agent,
• Handled by bot - whether the chatbot handled the chat,
• Agent's first response time - time after which the customer's message was first written back by the agent,
• Source - source of the page from which the chat was started,
• IP address - customer's IP address,
• Operating system - system used by the customer,
• Browser - browser used by the customer during the chat,
• Resolution - customer's screen resolution.

If you check the box for a given chat, you can do the following:

• - add customer,
• - assign customer,
• - add ticket,
• - delete conversation.

As part of the activities on the columns, it is possible: