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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.

enable-chat

Section: agg-feature
Default Value: No default value
Valid Values: None. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA.
Changes Take Effect: After restart of the aggregation process
Introduced: 8.5.003
Modified: 8.5.011.02, 8.5.011.04

Instructs RAA to enable the AGT_CHAT_STATS table. To have RAA exclude chat data, remove this option from this section.

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.

Integrating Chat Server with Genesys Historical Reporting

Chat session reporting relies on Interaction Server reporting events to provide session-related data to the products that enable Genesys historical reporting:

  • Interaction Concentrator, which comprises the Interaction Concentrator (ICON) server and Interaction Database (IDB) -- Stores detailed reporting data from Interaction Server and other sources.
  • Genesys Info Mart -- Extracts, transforms, and loads (ETLs) data from IDB into the Info Mart database, a data mart suitable for contact center reporting.
  • Reporting and Analytics Aggregates (RAA) -- Aggregates Info Mart data to provide contact center activity metrics for downstream reporting applications.
  • Genesys Customer Experience Insights (GCXI) -- Extracts aggregated data from the Info Mart database and presents it in readable historical reports.

This page describes the component and configuration requirements to enable historical reporting on chat session activity in your deployment.

Important
For information on Asynchronous (Async) Chat, see the Asynchronous Chat section in this guide.

Overview

  1. After a chat session is finished, Chat Server attaches reporting statistics to the user data of the interaction in Interaction Server. For more information about the attached user data key-value pairs (KVPs), see Chat Server reporting data.
  2. ICON stores the user data in the G_USER_DATA_HISTORY table in IDB in near real-time.
  3. On a regular schedule, Genesys Info Mart extracts the IDB data and transforms it into the CHAT_SESSION_FACT table and supporting dimensions in the Info Mart dimensional model. For more information about the session-related tables in the Info Mart database, see the Genesys Info Mart Physical Data Model for your RDBMS. For more information about managing the Genesys Info Mart ETL jobs, see the Genesys Info Mart Operations Guide.
  4. RAA summarizes and organizes the Info Mart data in ways that enable GCXI to extract meaning. For more information about RAA data, see the RAA User's Guide.
  5. GCXI uses the aggregated data in the Info Mart database to present out-of-box chat session reports, including:
    • Chat Message Statistics Report
    • Chat Termination Report
    • Async Chat Dashboard
  6. In deployments that include Bot Gateway Server (BGS) starting with version 8.5.203.09, there are reports and dashboards on bot-related activity. Note: BGS is currently only available as a restricted release.
  7. In deployments where Async Chat functionality is enabled, the Async chat dashboard displays async chat metrics.
  8. For more information about the GCXI reports, see Chat reports in the GCXI User's Guide.

Enabling historical reporting on chat session activity

Prerequisites

The following table summarizes the minimum release requirements for the components that enable chat session historical reporting.

Component Minimum release for chat Minimum release for async chat
Chat Server 8.5.203.09 (restricted release) 8.5.302.03
ICON 8.1.514.11 8.1.514.11
Genesys Info Mart 8.5.011.04 8.5.011.14
RAA 8.5.003 8.5.006
GCXI 9.0.005 9.0.007
WDE No minimum requirement 8.5.122.08

Setting up historical reporting

Important
Genesys Info Mart release 8.5.011 and later provides support for chat session reporting out-of-box, with no additional configuration required on the Genesys Info Mart side. However, to send chat session data to Genesys Info Mart, as well as to see chat session data in GCXI reports, you need to modify the configuration of Interaction Concentrator and RAA.
  1. Ensure that your deployment has been configured as required for Genesys Info Mart to support reporting on eServices activity in general. If necessary, migrate Genesys Info Mart and RAA to meet the release Prerequisites.
    For a summary of the configuration requirements, see Enabling Reporting on Multimedia Activity in the Genesys Info Mart Deployment Guide.
  2. Configure Chat Server to attach the required statistics.
    Set the Chat Server attach-session-statistics option to all (which is not the default value).
  3. Configure ICON to capture the user data KVPs that Genesys Info Mart requires.
    Modify the ICON attached data specification file as necessary, to include the KVPs identified in Chat Server reporting data as KVPs that are used by Genesys Info Mart.
    Tip
    The attached data specification file included in the Genesys Info Mart IP (ccon_adata_spec_GIM_example.xml) includes all the KVPs required for the reporting features supported in that Info Mart release. You might need to upload a new version of the attached-data specification file or update your existing version with additional KVPs to enable reporting enhancements.

  4. Enable aggregation of chat session data. (Required for GCXI reporting or other applications that use RAA aggregation.)
    In the [agg-feature] section on the Genesys Info Mart application object, specify the enable-chat option.

Chat Server reporting data

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

Important
Starting with release 8.5.107, Chat Server attaches reporting statistics and then stops the interaction (if required by the configuration and scenario). Previously, Chat Server was not able to attach the specified reporting statistics if the stop-abandoned-interaction option was set to a value, different from the default value never and the corresponding scenario occurred.

Chat Session Characteristics

The following chat session characteristics are attached at the end of a chat session. If the KVPs are required for the out-of-box chat session reporting provided by Genesys Info Mart and GCXI, the "Info Mart Database Target" column indicates the Info Mart database table and column to which the KVP is mapped.

Unless indicated otherwise, the session characteristics KVPs were introduced in Chat Server 8.5.201.


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Chat Session End Reason Codes

The following reason codes describe what triggered the end of a chat session and how it was triggered. If the KVPs are required for the out-of-box chat session reporting provided by Genesys Info Mart and GCXI, the "Info Mart Database Target" column indicates the Info Mart database table and column to which the KVP is mapped.


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Chat Session transcript statistics

Chat Server attaches general and extended reporting statistics, based on the attach-session-statistics option settings.

General transcript statistics

In the general transcript statistics, an agent means both an agent and a supervisor, when either of those is visible to a customer. For example, the statistics do not count/include an activity for an agent who is coaching another agent, or for a supervisor who monitors the session silently.

The following general transcript statistics are attached at the end of a chat session. If the KVPs are required for the out-of-box chat session reporting provided by Genesys Info Mart and GCXI, the "Info Mart Database Target" column indicates the Info Mart database table and column to which the KVP is mapped.

Unless indicated otherwise, the general transcript statistics KVPs were introduced in Chat Server 8.5.101.


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Extended (wait-reply) statistics

The extended statistics provide details about customer and agent wait and reply times. As in the case of general transcript statistics, an "agent" means both an agent and a supervisor, when either of those is visible to a customer.

  • Wait time - The time between a message from the reporting party (or the last message, if there were a few messages in a row) being sent and the first message from another party being received in a reply.
  • Reply time - The time between a message (or the first message, for a few messages in a row) from another party being received and the message from reporting party being sent in a reply.

The following extended transcript statistics are attached at the end of a chat session. If the KVPs are required for the out-of-box chat session reporting provided by Genesys Info Mart and GCXI, the "Info Mart Database Target" column indicates the Info Mart database table and column to which the KVP is mapped.

Unless indicated otherwise, the extended transcript statistics KVPs were introduced in Chat Server 8.5.101.

Important
The calculation of TotalCount/MaxTime/TotalTime was adjusted and does not include dormant state for async chat sessions for "Extended (wait-reply) Statistics": cse_AgentReply and cse_AgentWait.


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Async chat session statistics

Async chat session statistics are provided only for async chat sessions (in other words, when GCTI_Chat_AsyncMode=true is specified during session creation). The calculation of these statistics takes into account the active and dormant phases of an async chat session, as well as async inactivity control (which is different from regular inactivity control).


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Bot-related statistics

In deployments that include BGS, Chat Server also attaches the following KVPs:

  • csg_MessagesFromBotsCount
  • csg_MessagesFromBotsSize
  • csg_SessionUntilFirstBotTime
  • csg_PartiesAsBotCount

For more information about the bot-related KVPs, see Bot-related reporting data in the Bot Gateway Server Quick Start Guide (accessible only to restricted release customers).

Known limitation

The following is a known limitation with async chat reporting:

  • Information about a chat session running in an async mode is available only after the chat session ends.
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