Hybrid Chat analytics

Hi,
We would like to obtain analytics on agent:

  • number of handovered sessions per agent
  • number of accepted sessions per agent
  • number of messages in each dialogue
  • how long is an agent in each status: loged in, ready, not ready, busy …
  • time of event

Do you provide such service? If not, how can we do it and where is all this data stored?
Thank you!

• number of handovered sessions per agent
• Assuming you would like to see the chats offered to the agent. If yes, then the standard Agent Chat Productivity By Queue Report has this KPI.

• number of accepted sessions per agent
• Assuming you would like to see the chats answered by the agent. If yes, then the standard Agent Chat Productivity By Queue Report has this KPI.

• number of messages in each dialogue
• Assuming you would like to see the transcript of the chat. If yes, then the standard Chat Detail Report has the transcript link.

• how long is an agent in each status: loged in, ready, not ready, busy …
We have some dashboard @ammara.bokhari to confirm
• time of event
@ammara.bokhari to confirm

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How can we obtain these reports with stand alone deployment of HybridChat? Do you have any guide for how to obtain these reports?

@PavolD
Yes, we do also provide certain reports on EFBI, the Expertflow Reporting solution on Windows with SQL Server backend.
For details, see http://docs.expertflow.com/x/BADUBQ

Do you also provide some queries which would reveal statistics from the Mongo DB?

No, that’s for real-time transactions and not exposed for reporting.