User Manual

Chat MetaData Report

Chat Metadata report displays the consolidated details of all the surveys – Operator, Prechat, In-chat, Exit – of one or multiple skill(s).

ICE Admins can view Chat Start Time and Chat End Time data on the existing Chat MetaData Report along with other information of all the skills.

To access this report, select Reports > Chat > Chat MetaData.

Chat MetaData Report appears as shown below:

Screen Elements-

Screen Elements Description

From and To

Select the date and time from which the report is needed.

Skill

Select one, multiple, or all skills from the dropdown box.

  • To select all the skills, select the All Skills checkbox from the drop down list, then all the skills in the drop down will also be selected.

  • To select specific skills, select the checkbox of that skill.

  • To select all the skills of one campaign, then select the checkbox of the campaign.

Time Zone

 Select Timezone from the dropdown list for which the Chat MetaData report needs to be fetched.

Based on the timezone selected, the Chat Start Time and Chat End Time will be displayed accordingly.

Once all the above-mentioned fields are configured, click Submit.

The Chat MetaData report will be displayed on the same screen as shown below.

On this report, admin can view the following data specifically for skill(s) displayed on the left menu of the Chat MetaData report:

  • Chat ID
  • Chat Date
  • Chat Start Time
  • Chat End Time
  • Chat Initiated URL
  • Operator Name

The above mentioned columns will be displayed for all the skills.

While the other columns will vary based on the selection of the skill and its respective survey questions, for example, Name, Phone No., Email, etc.

The Chat Date column will display the date of the chat initiated in “MM: DD: YYYY” format.

The Chat Start Time and Chat End Time will be displayed in “HH: MM: SS” and 24-hour format.

Note: Based on these information, one can export this report to excel and then the calculations like Chat Handle Time, Average Chat Handle Time, etc., can be done.

The Chat Initiated URL column will display the URL from where the chat was initiated by the customer.

Admin can export this report to excel format. To do so, click on Export dropdown menu icon.

Then select Excel option as shown below.

The Chat MetaData Report will be exported. While exporting the report, all the columns along with the respective data will be exported.

 

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