Session Wise Dump Report

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Type of Report

• Standard

Total Subsheets

• Session Wise Dump

Report Purpose

This report is a smaller version of MIS Report. It serves the purpose of auditing and evaluating the quality, efficiency, and effectiveness of live chat interactions managed by individual agents or the team as a whole. The report we have created to check various aspects of agents that are handling different types of chats while conversation.

Frequency of Report :

• As per Brand Requirement / Recommended : Daily

Subsheet Name: Session Wise Dump

Serial Number	Name of Column	Description of Field	Where is the value fetched from
1	Session Created at BOT	Timestamp of session creation	sessionInfo collection from createdAt
2	Session Created at Agent	Timestamp when chat is pushed to queue	sessionInfo collection from inQueueTime
3	Session ended at Agent	Timestamp when session is ended by Agent	Agent customer collection from endTime
4	Agent First Response	Timestamp of agent's first message	Agent customer collection from agentFirstResponseTime
5	Session lifetime BOT + Agent	Total session time including bot interaction and live chat	Diff of agentCustomerCollection.endTime and sessionInfo.createdAt
6	Session Life time Agent	Total time where chat was handled by agent	Diff of createdAt and endTime form AgentCustomerCollection
7	Session wait time Agent	Total waiting time till the agent assignment	sessionInfo collection from assignTime
8	Agent - Stall count	When agent did not reply in 15 seconds	stall.customer.stallCount from sessionInfo collection
9	Agent - Stall Occurrences	Counter to determine the count for agent stall occurrences	stall.customer.iterationCount from sessionInfo collection
10	Customer - Stall count	Counter to determine the late reply of customer	sessionInfo collection from stall.customer.stallCount
11	Customer - Stall Occurrences	Counter to determine how many times customer stall have occurred	sessionInfo collection from stall.customer.iterationCount
12	Session Status	Indicator for session status such as disconnected, answered, etc	sessionInfo collection from status
13	Platform Session ID	Unique id of customer (PSID)	sessionInfo collection from psid
14	Session ID	Unique id of chat session	sessionInfo collection from sessionId
15	Primary Identifier	Primary Identifier	sessionInfo collection from userInfo.phone_no
16	Agent Login name	Name of agent including firstname and lastname	Adminusers collection from Agent Login name
17	Agent Pseudo Name	Pseudo name of agent	Agent customer collection from agentPseudoName
18	Media	Indicator to know channel of user	chatSessions collection from log_info.query.channelName
19	Browser	Browser information	chatSessions collection from log_info.platform_info.name
20	OS Name	Operating system information	chatSessions collection from log_info.platform_info.os.family
21	OS Version	Version of operating system	chatSessions collection from log_info.platform_info.os.version
22	Customer Name	Name of customer	sessionInfo collection from userInfo.customer_name
23	Queue	Name of queue where chat is pushed (customer group)	sessionInfo collection from userInfo.customerGroup
24	Chat Disconnection	Reason for chat disconnection	sessionInfo collection from disconnectionReason
25	AON in Months	Age of network	Admin Users collection from goLiveDate
26	IP address	IP address of user	Chatsessions collection from log_info.ip_addr
27	Agent Con Cap	Concurrency of agent	AdminUsers collection from chatConcurrency
28	Query Type from Pre chat Form 1	Events before livechat transfer	sessionInfo collection from preChatQuery1
29	Query Type from Pre chat Form 2	Events before livechat transfer	sessionInfo collection from preChatQuery2
30	Query Type from Pre chat Form 3	Events before livechat transfer	sessionInfo collection from preChatQuery3
31	Transfer - P2P	Flag for identify if transfer is due to promise 2 pay	Agent customer collection
32	Direct or BOT - Chat	Flag to identify transfer type	sessionInfo collection from transferType
33	Short Chat - ≤ 60 Secs	Flag to identify short interaction on live-chat	Agent customer collection from createdAt and endTime
34	AHT Slab ≤ 3	Slab data to know AHT (average handling time)	Agent customer collection from createdAt and endTime
35	AHT Slab 3 to 5	Slab data to know AHT (average handling time)	Agent customer collection from createdAt and endTime
36	AHT Slab 5 to 10	Slab data to know AHT (average handling time)	Agent customer collection from createdAt and endTime
37	AHT Slab 10 to 15	Slab data to know AHT (average handling time)	Agent customer collection from createdAt and endTime
38	AHT Slab 15 to 20	Slab data to know AHT (average handling time)	Agent customer collection from createdAt and endTime
39	AHT Slab 20 to 30	Slab data to know AHT (average handling time)	Agent customer collection from createdAt and endTime
40	AHT Slab > 30	Slab data to know AHT (average handling time)	Agent customer collection from createdAt and endTime
41	Unique/Repeat	Unique or Repeat customer along with total sessions created and created in what duration of Months.e.g. 1597 >= 6 Month	Total Sessions : length of the chatSessions array in BrandUsers collection. Duration : Diff of createdAt of first and last session in chatSessions Array in Brand Users Collection.
42	Unique Sub/Month	Unique or Repeat customer	If length of the chatSessions array in BrandUsers collection > 0, Repeat else Unique. collection
43	Agent Status - Chat Ended	Agent status while chat ending	agentCustomer collection from agentStateDuringClosure
44	Agent Con - Accepted	Concurrency after agent have accepted the chat	agentCustomer collection from agentConcurrencyDuringAcceptance
45	Agent Con - Closed	Concurrency after agent have closed the chat	agentCustomerCollection from agentConcurrencyDuringClosure
46	Agent Stall Time	Total time agent went for stall	Chat Logs collection, Compute average agent time for this.
47	Agent Response - Canned	Total number of responses in which agent used canned responses	sessionInfo collection from cannedResponseUsed
48	Agent Response - Free Text	Total number of responses in which agent used free text	sessionInfo collection from freeTextUsed count

Example of Report

Session Wise Dump Report:

• Columns A to U

• Columns V to AQ

Report-Link :

https://docs.google.com/spreadsheets/d/11Zl_QsMp5Sz7Lw1K6Y4m93z3-_zafXh6/edit#gid=95016873

Report Format

Branch: development / testing / production

Path: Reports/standardSessionWiseDumpReport.js

Aggregation

Branch: development / testing / production

Path: Reports/standardSessionWiseDump.js