Explanation of fields in the 'Live chat log' report
Friday, December 2, 2016 8:31 AM

To get the most out of your FocalScope reports, it is critical that you understand what data is presented in the various fields of the report. This article will detail what each field in the [Live chat log] report correlates to. These reports can be used to build custom summary reports by using Excel as the front end and pivot tables / charts to represent the report data.



Tutorial

  1. In the [Workspace], navigate to the [Shared Items > Shared reports] folder
  2. Right-click in the right-hand pane and select [Add]
  3. In the [Report form], set the template to [Live chat log]

 

Figure 1 - Launching the report

'Live chat log' report breakdown

The following table details the name of each field in the report as well as the description of the data / information each field represents:


FieldDescription
Customer NameThe name of the person who initiated the chat
Customer E-mailThe email address (as entered in the registration form) of the person who initiated the chat
Customer CompanyThe company name (as entered in the registration form) of the person who initiated the chat
YearThe year in which the chat was initiated
QuarterThe quarter of the year in which the chat was initiated
MonthThe month of the year in which the chat was initiated
Start DateThe date on which the chat was initiated
Start TimeThe time at which the chat was initiated
End DateThe date on which the chat was terminated
End TimeThe time at which the chat was terminated
Chat time (sec)The duration of time (measured in seconds) that the chat lasted
Chat time (mm:ss)The duration of time (measured in minutes and seconds) that the chat lasted
GroupThe Live Chat group that handled the chat
AgentThe Live Chat group agent that handled the chat
Accepted DateThe date on which the chat request was accepted by a Live Chat agent
Accepted TimeThe time at which the chat request was accepted by a Live Chat agent. Subtracting the [Start Time] from this value will give the delay time that it took the agent to actually accept the chat request
Termination ReasonWhat caused the chat to be terminated. Options: Closed
IP AddressThe IP address of the person who initiated the chat
Reference to Live Chat HistoryA URL that links to the actual recorded chat, in FocalScope's database
Category 1 NameThe name of the 1st (topmost) category assigned to the chat 
Category 1 ValueThe specified value from the 1st (topmost) category assigned to the ticket
Category 2 NameThe name of the 2nd (successive) category assigned to the chat 
Category 2 ValueThe specified value from the 2nd (successive) category assigned to the ticket
Category 3 NameSee the [Category 2] fields (above) for details
Category 3 ValueSee the [Category 2] fields (above) for details
Category 4 NameSee the [Category 2] fields (above) for details
Category 4 ValueSee the [Category 2] fields (above) for details
Category 5 NameSee the [Category 2] fields (above) for details
Category 5 ValueSee the [Category 2] fields (above) for details
Registration FormShows the comma-separated registration form fields and their data--as filled in by the person who initiated the chat

Table 1 - Data fields and descriptions



Figure 2 - Data fields as they appear in the raw report data