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Topic

    David Soto
    Monitor client waiting time in chat session in Real TimeAnswered
    Topic posted July 4, 2017 by David SotoBronze Medal: 1,250+ Points, last edited July 4, 2017 
    80 Views, 3 Comments
    Title:
    Monitor client waiting time in chat session in Real Time
    Content:

    Hi,

    We know that there are some configuration verbs (FIRST_WARNING_TM / SECOND_WARNING_TM) that flags the agent workspace of an active chat session in yellow/red when certain time has passed after a client answered something .

    We want a report that shows in real time that "client waiting time after their answer". I thought it should appear in some standard report, because client waiting time is really basic, but so far I coudn't find it. I did find a report that flags the exception, but since it uses "chat" and "chat_events" tables, it is not in real time, user have to constantly refresh the report in order the report (& exception) to process. Also, I did find a report in real time (using "chat_rt" table), but it only shows the "client waiting time IN QUEUE" (before it is accepted in a chat), so that's not what I am looking for. Also, I couldn't Joined it with chat_events table.

    Supervisor wants to check in a real time report if some agents are in some parts of a chat session just hanging their clients waiting without answer.

    Is there a way to do this?  Thanks in advice,
    David

    Best Comment

    Chris Martin

    You're correct, that data isn't available in one of the 'Real Time' tables.  However, I wanted to make sure that you were aware that you can add an auto-refresh setting into reports.  When editing the report, "Options > Automatically refresh report at a regular interval" from the Home tab and Properties group in the ribbon.

    Comment

     

    • Danette Beal

      Hi Dave,

      Although this is chat related, I'm going to move it to the analytics forum as it is report specific.

      Regards,

      Danette, Community Manager

    • Chris Martin

      You're correct, that data isn't available in one of the 'Real Time' tables.  However, I wanted to make sure that you were aware that you can add an auto-refresh setting into reports.  When editing the report, "Options > Automatically refresh report at a regular interval" from the Home tab and Properties group in the ribbon.

    • David Soto

      Thanks Chris, I will check that option.