Total Chats Report

Summary Doc

Type of Report -

Standard

Purpose of the Report -

This report is used to figure out how many chats have been done in a specific date range and how many of them are transferred to live agents rendering the count platform wise.

The Total Chats Report details the total number of chats conducted within a specified date range of all platforms(except “Whatsapp), the quantity of the chats that are transferred to live agents, the breakdown of transfers according to the individual platforms (except “Whatsapp”), and the session count categorised by platforms (except “Whatsapp”).

Detailed Description -

Name of Column	Description of Field	Where is the value fetched from Collection: session_info & chat_session
Total Chats	Total number of sessions	sessionId
Transfer to Agent	Count of the chats transferred to live agent	$chat.log_info.query.channelName-count (if the status of the chat is answered)
Total {Platform}	Sessions on {platform} Currently made for website	Sessions having platformName as ‘website’
{Platform} - Transfer	Session from {platform}transferred to live agent Currently made for website	$chat.log_info.query.channelName-count (if the status of the chat is answered) Filtered by {platform}

Example of Report -

Total Chats Report:

(https://docs.google.com/spreadsheets/d/17vvf_lfoXICUsVHKrF7b9ZxK_grJEBFo/edit#gid=2062238639)

Report Format -  branch : development

• Path(dashboard) : Reports/standardTotalChatReport.js

• Path(scheduler): Reports/totalChatReport.js

Aggregation - branch : development

• Path(dashboard): Reports/standardTotalChat.js

• Path(dashboard): Reports/totalChat.js