attach-session-statistics
Section: settings
Default Value: none
Valid Values: all, fired, none
Changes Take Effect: Immediately
Enables calculating various statistics and attaching them to the interaction's user data at the end of the chat session. Possible values are:
- none: Do not attach anything.
- all: Attach all possible statistics (both encountered and non-encountered).
- fired: Attach only statistics that were encountered during the course of the chat session.
Note: Genesys recommends that you change the value of this option from the default value of "none" to "fired" if you deploy Historical Reporting for either Chat or Bot Gateway.
stop-abandoned-interaction
Section: settings
Default Value: never
Valid Values: always, never, noagents, noanswer
Changes Take Effect: Immediately
Modified: 8.5.301.06
Specifies how Chat Server handles chat interactions (in Interaction Server) when the chat session is finished. Possible values:
- always: interactions are always stopped when the chat session is finished (not recommended value).
- never: interactions are never stopped by Chat Server (recommended value).
- noagents: interactions are stopped only if there are currently no agents or supervisors in the session (use value wisely).
- noanswer: interactions are stopped only if no agents ever joined the session - in other words, the session was never answered (use value wisely).
Note: When the chat session is closing, it ignores the presence of bot participants when evaluating this option (in other words, bot participants are not considered "agents"). The legacy "true" and "false" values are also supported and converted to new values as following:
- "false" is interpreted as "never"
- "true" is interpreted as "noanswer"
By default, Chat Server does not stop any interaction after the chat session is finished. Instead, Chat Server updates the IsOnline interaction property to false and attaches reporting statistics. If your deployment includes Genesys Info Mart reporting, Genesys recommends that you set the value of this option to "noanswer", to enable accurate reporting of abandoned chats. In all other deployments, Genesys recommends that you set the value of this option to "never", and have the agent desktop and/or a workflow stop the interaction. Values other than "never" must be used cautiously, as stopping the interaction from Chat Server may lead to conflicts with updates from the agent desktop.
attach-session-statistics
Section: settings
Default Value: none
Valid Values: all, fired, none
Changes Take Effect: Immediately
Enables calculating various statistics and attaching them to the interaction's user data at the end of the chat session. Possible values are:
- none: Do not attach anything.
- all: Attach all possible statistics (both encountered and non-encountered).
- fired: Attach only statistics that were encountered during the course of the chat session.
Note: Genesys recommends that you change the value of this option from the default value of "none" to "fired" if you deploy Historical Reporting for either Chat or Bot Gateway.
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.
Chat Session End Reason Codes
The following reason codes describe what triggered the end of a chat session and how it was triggered:
- csg_SessionEndedBy – the type of the participant that triggered the chat session closure.
- csg_SessionEndedReason - the description of how a chat session was closed.
| csg_SessionEndedBy | ||
|---|---|---|
| Value | Description | Notes |
| CLIENT | Denote a customer | Whenever client leaves chat session first (i.e. while there are other non-CLIENT participants in chat session) - this type will be provided. Even if session will continue due to the presence of agent participant and ended later by an agent. |
| AGENT | Denotes an agent | This type will be provided only when:
Tip If an agent send request "Release" with after-action "keep alive" and there is customer still in chat session - session will continue until customer will leave chat session (and so CLIENT will be reported). |
| SUPERVISOR | Denotes a supervisor | The same as for AGENT. |
| SYSTEM | Denote a server/system | See the csg_SessionEndedReason table for possible reasons. |
| csg_SessionEndedBy | ||
|---|---|---|
| Value | Description | Possible values for csg_SessionEndedBy |
| DISCONNECT | Participant left due to (basic protocol) disconnect or flex timeout expiration (denote disconnect in flex protocol) | CLIENT, AGENT, SUPERVISOR |
| QUIT | Participant left chat session in a normal way (flex logout or basic "self-release" request - i.e. with default or specified after-action "keep alive") | CLIENT, AGENT, SUPERVISOR |
| FORCE | Participant left chat session in normal way and requested the session to be closed (either no more agents or force close) | AGENT, SUPERVISOR |
| INACTIVE | Chat Server closed chat session due to activated inactivity control monitoring. | SYSTEM |
| IXN_STOPPED | Chat Server closed chat session because it received "interaction stopped" notification from Interaction Server and there are no agents/supervisors in the session. It is impossible because after interaction was stopped - nothing could be done for it. Will keep it in design in case if we will write these reasons somewhere else. | SYSTEM |
| DB_ERROR | Chat Server closed chat session because it received non-recoverable error from UCS when attempting to save intermediate chat transcript (possible if transcript-save-on-error=close and transcript-auto-save!=0). Must be applicable both to UCS and Cassandra non-recovarable errors/conditions (except error code 510). | SYSTEM |
| SHUTDOWN | Chat Server closed chat session due to server shutdown was initiated while chat session(s) was in progress. | SYSTEM |
Chat Session Transcript Statistics
Chat Server attaches General and Extended reporting statistics, based on the attach-session-statistics option settings.
General Statistics
| General statistics | |
|---|---|
| KVP key name implemented | Description |
| csg_MessagesFromAgentsCount | Total number of all messages which all agents sent (messages which are visible to customer). Note: there could be several agents in chat session - i.e. in case of conference, transfer, etc. |
| csg_MessagesFromAgentsSize | Total size of all messages sent by agents. |
| csg_MessagesFromCustomersCount | Total number of messages a customer sent. |
| csg_MessagesFromCustomersSize | Total size of all messages sent by customers. |
| csg_PartiesAsAgentCount | Number of parties which are participated in session as agents. Attention: in old (8.1.x) implementation we count join events, while in new version we will count the number of unique parties (i.e. if the same party joined the session several times - we will count now only as "1" for the purpose of this statistic). Same is applicable for below two statistics as well. |
| csg_PartiesAsCoachCount | Number of parties which are participated in session in coaching mode (i.e. agent join with visibility INT). See note above. |
| csg_PartiesAsMonitorCount | Number of parties which are participated in session in monitoring mode (i.e. supervisor join with visibility VIP). See note above. |
| csg_SessionTotalTime | Total duration of chat session - from the time it was created and until is was compeltely finished/closed in ChatServer. Attention: it does not include time between "Chat Session End and Mark Done" - as the interaction could still be handled by agent. |
| csg_SessionUntilFirstAgentTime | Duration of waiting period for customer - until the first agent (visible to a customer) joined the session. Note: "agent joining" means that interaction was first queued, then attempted to be routed to agent (may be several times - i.e. if agent did not answer or rejected the interaction). If the value is 0 - it means that no agent joined if "csg_PartiesAsAgentCount"=0, otherwise agent joined very quickly (or existed from the very start of chat session). |
| csg_SessionUntilFirstReplyTime | Duration until first agent submits the first greeting/message into chat session (which is visible to a customer). |
| csg_SessionWithCustomerTime | Duration of chat session until customer left. Note: chat session still could continue if an agent is present. |
| n/a - depreciated ?? | "csg_PartiesAsAgentCount"=0 means that no agent joined the session - so it was abandoned |
Extended (wait-reply) Statistics
Terms wait/reply are defined as following:
- 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.
| Extended (wait-reply) statistics | |
|---|---|
| KVP key name implemented | Description |
| cse_AgentReplyTotalCount | How many times agent replied to a customer. |
| cse_AgentReplyMaxTime | What was the max interval (in seconds) agent spent on replying to a customer. |
| cse_AgentReplyTotalTime | How much total time (in seconds) agent spent on replying to a customer. |
| cse_AgentWaitTotalCount | How many times agent waited for reply from a customer. |
| cse_AgentWaitMaxTime | What was the max interval (in seconds) agent spent on waiting the reply from a customer. |
| cse_AgentWaitTotalTime | How much total time (in seconds) agent spent on waiting the reply from a customer. |
| cse_CustomerReplyTotalCount | How many times customer replied to an agent. |
| cse_CustomerReplyMaxTime | What was the max interval (in seconds) customer spent on replying to an agent. |
| cse_CustomerReplyTotalTime | How much total time (in seconds) customer spent on replying to an agent. |
| cse_CustomerWaitTotalCount | How many times customer waited for reply from an agent. |
| cse_CustomerWaitMaxTime | What was the max interval (in seconds) customer spent on waiting the reply from an agent. |
| cse_CustomerWaitTotalTime | How much total time (in seconds) customer spent on waiting the reply from an agent. |