Chat Server Reporting Statistics

Overview

After chat session is finished, Chat Server attaches the list of the following reporting statistics to the user data of the interaction in Interaction Server:

• Chat Session End Reason codes – always attached, no configuration required.
• Chat Session Transcript statistics – controlled by the attach-session-statistics option.

Attention: previously Chat Server was not able to attach specified reporting statistics if option “stop-abandoned-interaction" is different from default value "never" and corresponded (to option value) scenario occurred. Start from 8.5.107 release, Chat Server first attaches reporting statistics and only then stop the interaction (if configuration and scenario require it).

Chat Session End Reason Codes

Following reason codes describes who triggered the end of chat session and how it was triggered: "csg_SessionEndedBy" – the type of participant which triggered chats session closure. (Ed: please add corresponded table from info from https://intranet.genesys.com/x/woWnAg ) "csg_SessionEndedReason" - the description how chat session was closed. (Ed: please add corresponded table from info from https://intranet.genesys.com/x/woWnAg )

Chat Session Transcript Statistics

If configured by option “attach-session-statistics”, Chat Server attaches two group of reporting statistics: General statistics: (Ed: please add corresponded table from info from https://intranet.genesys.com/x/jQ2yAQ - only first and last columns) Extended (wait-reply) statistics: Following are definitions of wait/reply terms: notion of "wait" action - difference between last reply was sent (from me) and the moment when first message from another party received. notion of "reply" action - difference between first message from another party and the moment when reply (from me) was sent. There are 12 (3 by 4) "wait-reply" statistics (Please see below the table the description on how statistics names are generated and calculated): (Ed: please add corresponded table from info from https://intranet.genesys.com/x/jQ2yAQ - only first and last columns)