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 | Denotes a customer | This type is provided whenever a client leaves the chat session first (for example, when there are other, non-CLIENT, participants are still in the chat session), even if the session continues due to the presence of an agent participant and ended later by an agent. |
| AGENT | Denotes an agent | This type is provided only when:
Tip If an agent sends the "Release" request with the "keep alive" after-action and there is a customer still in the chat session, this session continues until the customer leaves the chat session (and the CLIENT type is reported). |
| SUPERVISOR | Denotes a supervisor | The same as for the AGENT type. |
| SYSTEM | Denotes a server/system | See the csg_SessionEndedReason table for possible reasons. |
| csg_SessionEndedBy | ||
|---|---|---|
| Value | Description | Possible values for csg_SessionEndedBy |
| DISCONNECT | The participant left due to a disconnect (basic protocol) or a flex timeout expiration (denotes disconnect in flex protocol). | CLIENT, AGENT, SUPERVISOR |
| QUIT | The participant left a chat session in a normal way (flex logout or basic "self-release" request, for example with default or the "keep alive" specified after-action). | CLIENT, AGENT, SUPERVISOR |
| FORCE | The participant left a chat session in a normal way and requested the session to be closed (either no more agents or force closure). | AGENT, SUPERVISOR |
| INACTIVE | Chat Server closed a chat session due to activated inactivity control monitoring. | SYSTEM |
| IXN_STOPPED | Chat Server closed a chat session because it received the "interaction stopped" notification from Interaction Server and there are no agents/supervisors in the session. | SYSTEM |
| DB_ERROR | Chat Server closed a chat session because it received the non-recoverable error from UCS while attempting to save intermediate chat transcript. | SYSTEM |
| SHUTDOWN | Chat Server closed a chat session due to the server shutdown initiation while there is a chat session 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 | A total number of all messages which all agents sent (messages which are visible to customer). Note: There can be several agents in a chat session, for example, in case of a conference, transfer, etc. |
| csg_MessagesFromAgentsSize | A total size of all messages sent by agents. |
| csg_MessagesFromCustomersCount | A total number of messages sent by customers. |
| csg_MessagesFromCustomersSize | A total size of all messages sent by customers. |
| csg_PartiesAsAgentCount | A number of parties that participated in a session as agents.
Warning In release 8.1.x, all parties are counted, in release 8.5.x only unique parties are counted (for example, if the same party joins the session several times, it only counts as "1" for the purpose of this statistic). |
| csg_PartiesAsCoachCount | A number of parties that participated in a session in the coaching mode (for example, an agent joins with the INT visibility). Important In release 8.1.x, all parties are counted, in release 8.5.x only unique parties are counted (for example, if the same party joins the session several times, it only counts as "1" for the purpose of this statistic). |
| csg_PartiesAsMonitorCount | A number of parties that participated in a session in the monitoring mode (for example, a supervisor join with the INT visibility). Tip In release 8.1.x, all parties are counted, in release 8.5.x only unique parties are counted (for example, if the same party joins the session several times, it only counts as "1" for the purpose of this statistic). |
| csg_SessionTotalTime | A total duration of a chat session - from the time it was created until is was completely finished/closed in Chat Server. Warning It does not include the time between "Chat Session End" and "Mark Done" as the interaction can still be handled by an agent. |
| csg_SessionUntilFirstAgentTime | A duration of waiting period for a customer until the first agent (visible to a customer) joined the session. Note: The "agent joining" means that the interaction was first queued, then attempted to be routed to an agent (can be several times, if an agent did not answer or rejected the interaction). If the value is 0 and "csg_PartiesAsAgentCount"=0, it means that no agents joined, otherwise an agent joined very quickly (or existed from the beginning of a chat session). |
| csg_SessionUntilFirstReplyTime | A duration until the first agent submits the first greeting/message into a chat session (this is visible to a customer). |
| csg_SessionWithCustomerTime | A duration of a chat session until a customer leaves. Note: A chat session still continues if an agent is present. |
| n/a - depreciated ?? | "csg_PartiesAsAgentCount"=0 means that no agents joined the session, therefore it was abandoned. |
Extended (wait-reply) Statistics
Terms wait/reply are defined as following:
- A notion of "wait" action - a difference between the last reply was sent (from me) ?? and the moment when the first message from another party was received.
- A notion of "reply" action - a difference between the first message from another party was received and the moment when reply (from me) was sent.
| Extended (wait-reply) statistics | |
|---|---|
| KVP key name implemented | Description |
| cse_AgentReplyTotalCount | How many times an agent replied to a customer. |
| cse_AgentReplyMaxTime | The max interval (in seconds) an agent spent on replying to a customer. |
| cse_AgentReplyTotalTime | A total time (in seconds) an agent spent on replying to a customer. |
| cse_AgentWaitTotalCount | How many times an agent waited for replies from a customer. |
| cse_AgentWaitMaxTime | The max interval (in seconds) an agent spent on waiting the reply from a customer. |
| cse_AgentWaitTotalTime | A total time (in seconds) an agent spent on waiting the reply from a customer. |
| cse_CustomerReplyTotalCount | How many times a customer replied to an agent. |
| cse_CustomerReplyMaxTime | The max interval (in seconds) a customer spent on replying to an agent. |
| cse_CustomerReplyTotalTime | A total time (in seconds) a customer spent on replying to an agent. |
| cse_CustomerWaitTotalCount | How many times a customer waited for the reply from an agent. |
| cse_CustomerWaitMaxTime | The max interval (in seconds) a customer spent on waiting the reply from an agent. |
| cse_CustomerWaitTotalTime | A total time (in seconds) a customer spent on waiting the reply from an agent. |