Chat Archives Report

To learn how to generate Chat Archives Report, click here.

info

Only an admin can download reports.

SnoFieldDescriptionComments
1ticket_idThe auto generated reference number for each incoming ticketAuto generated by the platform. Starts from 100000
2vistor_nameName of the person who raised the ticketThis will not be captured by default. Will have to include these steps in the live agent journey
3visitor_emailEmail of the person who raised the ticketThis will not be captured by default. Will have to include these steps in the live agent journey
4visitor_phoneContact number of the person who raised the ticketThis will not be captured by default. Will have to include these steps in the live agent journey
5subjectCan be configured to send any info wrt the ticket raised
6tagsDisplays the tags applied by the agents/admins for that ticeket
7commentsProvies inffo on the abckend automation that is carried on the ticket like auto close activity, ticekt reassignment, auto translation etc.,
8groupThe name of the group to which the ticket got assigned
9statusRefers to the current status of the ticket. There are 5 states in Inbox - Assigned, Resolved, Queued, Missed, Open
10assigned_typeProvied information on how the ticket was assigned - AUTO or MANUAL
11sourceThe channel through which the ticket was received
12assigned_toRefers to the Inbox agent to whom the ticket was assigned
13opened_timeThe time at which the status of the ticket became OPENED
14queued_timeThe time at which the ticket was QUEUED
15assinged_timeThe time at which the ticket was successfully assigned to an available agent
16missed_timeThe time at which the status of the ticket became MISSED
17agent_current_concurrencyThe concurrency of the agent at which the specific ticket was assigned to them
18first_response_durationThe time taken by the agent from the time of ticket assignment to the first response sent by the agent
19first_response_timeThe timestamp at which the agent sends out the first response to the ticket from when it is assigned[assigned_time] - [first_response_time]
20avg_response_timeThe average time taken by the agent to respond to each of the customer's message in that entire conversation
21resolved_timeThe time at which the ticket was RESOLVED or CLOSED
22ticket_csatDisplays the default ticket csat settings - SOLVED / NOT SOLVED / PROVIDEDHas to be enabled from the settings
23priorityThe priority with which the ticket was created
24agent_ratingDisplays the feedback rating the agent has received for the ticket from the scale of 1 - 5 or NOT PROVIDEDHas to be enabled from the settings
25agent_emailThe email id of the agent assigned to the ticket
26chat_linkThe public chat URL of the chat transcript
27noteNotes added by the Agents, Admins or collaborators for that ticket
28number_reassignmentsThe number of times the ticket was transferred by the agents / admins
29initialized_timeMIN ( assigned_time, opened_time, queued_time)For internal debugging purposes
30user_wait_timeThe total time a user waits before an agent is assigned to their ticket when it is queued
31spent_timeThe total time a customer spends right from an agent getting assigned to their ticket to getting that resolved.[User wait time + Customer agent interaction time = Spent time]
32customer_agent_interaction_timeThe total time duration of the interaction between the agent and the customer to resolve that ticket.[Resolved time - Assigned time]
33reopened_byDisplays the name of the agent who reopenend this ticket
34reopened_fromDisplays the ticket ID of the previous ticket from which the current ticket was reopened from. Note: In Inbox when you reopen a ticket, it'll be treated as a new ticket with new ID
35reassignment_1The next person to whom the ticket gets assigned, if transferred
36reassignment_2The next person to whom the ticket gets assigned, if transferred
37reassignment_3The next person to whom the ticket gets assigned, if transferred
38reassignment_4The next person to whom the ticket gets assigned, if transferred
39reassignment_5The next person to whom the ticket gets assigned, if transferred
40reassignment_6The next person to whom the ticket gets assigned, if transferred
41reassignment_7The next person to whom the ticket gets assigned, if transferred
42Custom fieldDisplays all the updated custom field data for each ticket