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Explanation of fields in the 'Live chat log' report
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
- In the [Workspace], navigate to the [Shared Items > Shared reports] folder
- Right-click in the right-hand pane and select [Add]
- 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:
| Field | Description |
|---|---|
| Customer Name | The name of the person who initiated the chat |
| Customer E-mail | The email address (as entered in the registration form) of the person who initiated the chat |
| Customer Company | The company name (as entered in the registration form) of the person who initiated the chat |
| Year | The year in which the chat was initiated |
| Quarter | The quarter of the year in which the chat was initiated |
| Month | The month of the year in which the chat was initiated |
| Start Date | The date on which the chat was initiated |
| Start Time | The time at which the chat was initiated |
| End Date | The date on which the chat was terminated |
| End Time | The 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 |
| Group | The Live Chat group that handled the chat |
| Agent | The Live Chat group agent that handled the chat |
| Accepted Date | The date on which the chat request was accepted by a Live Chat agent |
| Accepted Time | The 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 Reason | What caused the chat to be terminated. Options: Closed |
| IP Address | The IP address of the person who initiated the chat |
| Reference to Live Chat History | A URL that links to the actual recorded chat, in FocalScope's database |
| Category 1 Name | The name of the 1st (topmost) category assigned to the chat |
| Category 1 Value | The specified value from the 1st (topmost) category assigned to the ticket |
| Category 2 Name | The name of the 2nd (successive) category assigned to the chat |
| Category 2 Value | The specified value from the 2nd (successive) category assigned to the ticket |
| Category 3 Name | See the [Category 2] fields (above) for details |
| Category 3 Value | See the [Category 2] fields (above) for details |
| Category 4 Name | See the [Category 2] fields (above) for details |
| Category 4 Value | See the [Category 2] fields (above) for details |
| Category 5 Name | See the [Category 2] fields (above) for details |
| Category 5 Value | See the [Category 2] fields (above) for details |
| Registration Form | Shows 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