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    Matthias Hintner
    Possible to report on Chat Monitoring?Answered
    Topic posted October 23, 2015 by Matthias HintnerBronze Trophy: 5,000+ Points 
    85 Views, 2 Comments
    Title:
    Possible to report on Chat Monitoring?
    Content:

    Does anybody knows if there is a way to report on how often someone has used the Chat Monitoring function as a Supervisor.

    If there is no easy report available (couldn't find a standard report myself), there could be an option to use the chat even logs and use this table in order to see who, whom and how long the monitoring was in place and whether a supervisor send private message or even joined and took control of the chat.

    Any ideas are welcome.

    Thanks

    Matthias

    Best Comment

    Matthias Hintner

    I think I have answered my question already myself in the meantime. I think the chat event table gives us enough  data on when a supervisor start and end a monitoring session and who was the agent at that point. Although I haven't looked into this deeper, I guess this has enough data for us to us.

    Anyway, if someone has additional ideas, always welcome.

    Matthias

    Comment

     

    • Matthias Hintner

      I think I have answered my question already myself in the meantime. I think the chat event table gives us enough  data on when a supervisor start and end a monitoring session and who was the agent at that point. Although I haven't looked into this deeper, I guess this has enough data for us to us.

      Anyway, if someone has additional ideas, always welcome.

      Matthias

    • Charlie Mopps

      There is an Analytics audit log table: ac_audit_log

      It does not appear to log the id of the report correctly, so I'm not sure of how much use that would be to you. You should test it out yourself, you might be on a different version of the product where it works better. If not you could also try opening a ticket with support to get the table fixed. If the table worked properly you could querry all records of the type "Generated" from that table, for that user, and that report id and that'd give you a count.