Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Results
Detailed - Live Chat Log
The "Detailed - Live chat log" report gives you information such as customer details, the agent who handled the communication with the customer on a particular web/live chat as well as how long the chat lasted. A link to the chat log history is also provided for each live chat result listed.
Accessing the Report
In the Workspace screen, expand [Shared Items] node, click on the [Report Center] folder and open the report [Detailed - Live chat log] by double clicking on it.
Filtering Option: Date & time
Specify the date range of the live chats you wish to view. The dropdown calendar is used for selecting the dates in each field.
In the [Date from:] and [Date To:] fields you may specific date and time ranges, number of hours back from the current time or the number of days/weeks/months ago from the current date.
Filtering Option: Several Hours Back
To filter live chats for the current date, you may use the [Several hours back] filtering option. Specify the number of hours you want to go back on the current date, in the highlighted field.
Filtering Option: Yesterday, Last Week Etc.
You may also specify by number of days, weeks or months ago.
Tick the [Show custom fields as columns] box to generate data for web chats having customized form fields, other than the default form fields.
Generated Report Information
The report displays the customer information and the name of the agent who handled the live chat and on what date/time as well as the duration of the chat. Click on the link provided in the [Reference to Live Chat History] column to view the chat history.
Activate the [Chat Log] tab in the live chat history window to view the actual conversation that took place between the agent and the customer.
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