Cobrowser reporting has been thought to supply information about all interactions an user can have with our system. Mainly, there are two kinds of reports, visual and downloadable.
Visual reports gather information from the system and display it in a graphical way.
For downloadable reports, the user can get a comma separated files (table) that can be opened by Excel or Google Spreadsheet. Furtherly, a downloadable report can be used by third party analysis apps like Soho or Salesforce to analyze and get conclusion based on chat information.
Next chapters explain deeply visual and downloadable reports as well as which are the different data is collected.
Downloadable reports
Inside campaign manager, after selecting a chat campaign, the user can see the dashboard screen with the visual reports. In the right menu, clicking the “Exports” button a list of all downloadable reports is shown. There are the following types of reports: Agent activity, Agentperformancepercampaign, Agents, Conversations, Filter stats hourly, Hosts, Hosts specs hourly and Slots sactivity. They can be downloaded in the CSV (comma separated values) format.
The user is able to use the calendar at the top of the page to choose which time range is desired. It is possible to filter by day, week or month even could be chosen a custom range.
Following it is explained every report in detail.
Conversations
The first report, Conversations, helps you to analyze almost all of action that is happening around a conversation. Using this report, you can get chats amount, and the possibility to see how your agents work (when they respond to the visitor, how much time they spend with the visitors, how long they are working with the chat after finishing the conversation, etc). Also, you can follow the visitor’s activity: where exactly the visitor begins a chat, what does he use to start the chat (chat buttons or auto invitation), is he was satisfied with the conversation and the agent and so on.
| chatcampaign_id | It is the static data which displays unique ID of the Chat Campaign |
| conversation_start | It is the time when the chat session is created. Cobrowser considers a chat is started when a visitor clicks a button or invite, there an available agent to connect, and chat is established between them. |
| session_id | It is the data which displays unique ID of the Session. Cobrowser define session as the space of time a visitor interacts with the website. It ends when an interaction is over (survey/chat is finished) or when a visitor left the page for more than 30 minutes. |
| assigned_agent_id | It is the data which displays unique agent's ID, who is the first received a chat |
| assigned_agent_account_id | It is the data which displays account ID of related Agent, who received the chat first |
| assigned_agent_account_name | It is the data which displays account name of related Agent, who received the chat first |
| last_agent_id | It is the static data which displays unique agent's ID, who is the last received a chat |
| last_agent_account_id | It is the data which displays account ID of related Agent, who received the chat last |
| last_agent_account_name | It is the data which displays account name of related Agent, who received the chat last |
| visitor_id | It is the static data which displays unique ID of the visitor's website |
| account_id | It is the static data which displays unique ID of the account which is related to visitor's website (primary account) |
| host_id | It is the static data which displays unique ID of the host (website) where the conversation was initiated |
| num_messages | Quantity of messages that were in the chat (including opening/closing text if they are set) |
| duration_total_secs | Total duration from the session is created until chat is over by the agent. |
| duration_conversation_secs | The time from chat creation (chat appears) to the last message in the chat. 0 displays if there is no messages. |
| duration_afterclose_secs | It shows how much time agent spends before closing a chat after visitor last interaction. |
| avgMessageLength | It shows average length of messages in the chat. 0 - displays by default, if there are no messages in the Chat. |
| maxMessageLength | It shows the maximum length of messages in the chat. 0 - displays by default, if there are no messages in the Chat. |
| requestType | It shows through what entrypoint type chat was started |
| requestSource | It displays name of the entrypoint via which chat was started |
| firstResponseTime | It is the time in seconds between accepting the chat and first agent's message |
| firstReplyTime | It is the time of seconds between the start of first visitor's message and the start first agent's message |
| avgResponseTime | It is the average time in seconds between agent and visitor messages. |
| maxResponseTime | It is the maximum time in seconds between agent and visitor messages. |
| decisionTime | It is the time between the visitor sees the chat button/auto invite and click it to start a chat |
| transcriptUrl | External URL to view the full transcript of the chat. Only logged in user is able to see it. |
| acceptUrl | The URL where the visitor started a conversation. |
| successcode | It shows success code chosen by an agent as a result of this conversation |
| survey_result | It shows the visitor's rating left to the agent after the conversation |
| survey_comment | It shows the visitor's comment left to the agent after the conversation |
| visitor_identifier | It shows the identifier for the visitor. It is the default value if a visitor doesn't set it. |
| blocked | It shows the information if visitor is blocked by Agent. (yes/no) |
| block_reason | It shows the information of blocking reason. It is the required text which agent inputs to ban a visitor |
| goals | It shows all matched and recorded goals of this conversation. Goals column keeps all recorded goals for every conversation and divides them with coma in case dialogue has multiple goals recordings. This column can be empty, if no goal is reached. |
| totalGoalValue | It shows the sum of all goal values. This column can be empty, if no goal is reached. |
| handlingType | It shows the type of the conversation (self, external, hybrid). Type "self" applies for chat, when only agents, who belongs to this primary account, are involved into conversation. Type "external" applies for chat, when only agents, who belongs to shared CC account, are involved into conversation. Type "hybrid" applies for chat, when agents of primary and shared cc accounts are involved into the conversation. Note: important to remember that assigned_agent_account_id and last_agent_account_id data can be same, but type is shown as "hybrid". It is because system tracks all of agents involved into this consideration, not only the first and the last one. |
Filterstatshourly
The report that was made for one of entry points this is an auto invite. This report will tell everything that happened with auto invite on the website for the chosen period of time. Also, you'll see the invites that are not displayed because there were not available agents (among the logged in agents). Filterstats only works for invite, so this report won`t be generated in case chat campagne does not have set up invitation. So if business case doesn't have any invite, User will not not see data.
| chatcampaign_id | It is the static data which displays unique ID of the Chat Campaign |
| date | It shows the date as a timestamp (Unix time). |
| hour_of_day | Each hour of the day, from 0 to 23. |
| filter_id | It is the static data which displays ID of the filter. Unique for each Chat Campaigns. |
| account_id | It is the static data which displays unique ID of the account which is related to visitor's website |
| hour_begin_time | It is the time of the beginning of that hour (0 minutes) |
| hour_end_time | It is the time of the end of that hour (59 minutes, 59 seconds) |
| filter_name | Name of the active auto invite via which chat was started |
| num_proactive | Quantity of the auto invites which visitor saw during the current hour |
| num_proactive_accepted | Amount of the auto invites which had been accepted by visitor during the current hour |
| num_proactive_declined | Amount of the auto invites which had been declined by visitor during the current hour |
| num_proactive_match | Number of times when requirements were matched and auto invite could be displayed |
| num_proactive_cancelled | Amount of auto invites that were cancelled because of unavailability of agents. In case invites are set up as 'always show' on manager app, then this event would not be emitted. |
| num_proactive_no_availability | Amount of the accepted auto invites that could not be routed to an agent |
| num_proactive_expired | Number of the auto invites that were expired because of time |
| num_proactive_ignored | Number of the auto invites that were ignored by visitor |
Hostspecshourly
Hostspecshourly report shows you all visitors' actions on the website. You are able to review all data that you are interested in. The host specs hourly report gives you an opportunity see a number of visits and visitors on the website. Also, quantity of viewed and accepted chat buttons or auto invites are displayed in the report.
| chatcampaign_id | It is the static data which displays unique ID of the Chat Campaign |
| host_id | It is the static data which displays unique ID of the host (website) where the conversation was initiated |
| account_id | It is the static data which displays unique ID of the account which is related to visitor's website |
| hour_begin_time | It is the time of the beginning of that hour (0 minutes) |
| hour_end_time | It is the time of the end of that hour (59 minutes, 59 seconds) |
| hour_of_day | Each hour of the day, from 0 to 23. |
| num_visits | Number of visits during the current hour |
| num_pageviews | Number of page views during the current hour |
| num_visitors | Number of visitors during the current hour |
| num_reactive_view | Quantity of the chat buttons which visitor saw during the current hour |
| num_reactive_accepted | Amount of the chats which was started via chat button during the current hour |
| num_proactive_view | Quantity of the auto invites which visitor saw during the current hour |
| num_proactive_accepted | Amount of the chats which was started via auto invite during the current hour |
Agentperformancepercampaign
Chats received by agents can be categorized into three types: Breaks, Ignored, Abandoned. Breaks chats are indicated a number of times when an agent went offline during the work shift. The ignored chat count tells you the number of chats without the message from the visitor. Number of chats without the message from the agent you are able to see in the numAbandoned column. Also the other data, e.d. chat duration, time of first response, the time when the agent was online or offline, etc. helps you gauge agent performance and help to create a full picture of the work done by agents for a specific period of time.
| chatcampaign_id | It is the static data which displays unique ID of the Chat Campaign |
| agent_id | It is the static data which displays unique agent's ID |
| workshift_id | It shows the session during which the agent was logged in |
| account_id | It is the static data which displays unique ID of the account which is related to visitor's website |
| chatcampaign_name | It displays Chat campaign name. |
| workshift_start | It is the time shown when the agent's work shift starts |
| workshift_end | It shows the time when the agent's work shift ends |
| num_chats | Total number of chats that agent received during the work shift in this chat campaign (includes all manually transferred and auto-forwarded chats, counts every time on every chat receiving) |
| num_breaks | Number of times an agent went offline during the work shift for given business case |
| num_ignored | Number of chats without message from the visitor during the work shift for given business case |
| num_abandoned | Number of chats without message from the agent during the session for given preset |
| avg_concurrency | It is average amount of concurrent chats during the work shift for the given preset |
| first_response_duration | It is the total time during which an agent did not yet reply on any of the current chats |
| open_duration | It is the total time in seconds during which any of the chats was open |
| closed_duration | It is the total time in seconds during which any of the chats was closed or offline |
| online_duration | It is the time when agent was online during current work shift |
| offline_duration | It is the time when agent was offline during current work shift |
| available_duration | It is the total time when the agent was available and with space enough |
| idle_duration | It is the total time the agent was idle, without chats |
| session_duration | It is the total duration of the agent's session |
| survey_num_good | Numbers of time when good survey face/thumb was clicked |
| survey_num_bad | Numbers of time when bad survey face/thumb was clicked |
| survey_num_moderate | Numbers of time when moderate survey face was clicked |
Agentactivity
Monitor when your agents sign in and become available in the system with the agent availability report. Use the report to determine exactly who was online during specific times to see any user’s specific activity within the system.
| chatcampaign_id | It is the static data which displays unique ID of the Chat Campaign |
| agent_id | It is the static data which displays unique agent's ID |
| time_start | It is the time of the beginning agent's state |
| time_end | It is the time of the ending agent's state |
| state | Agent's state (Online/Offline) |
| duration_secs | Duration of the agent's state in seconds |
| account_id | It is the static data which displays unique ID of the account which is related to visitor's website |
| activity_id | It is the static data which displays unique ID of the agent's activity. The activity_id is a random unique value generated for every change online/offline |
Slots activity
The Slots activity report puts you in control by allowing you to view how many chats you get during the day, how your agents are working during the work shift. This kind of information is useful when you try to assign your agents to a particular part of the week/day
| agent_id | It is the static data which displays unique agent's ID |
| time_start | It is the starting time of new action |
| timeout | It shows the status (true or false) that indicates if the chat was closed by the agent or after the timeout |
| action | It shows the status (add or remove) that indicates if the chat was closed by an agent or after the timeout |
| account_id | It is the static data which displays unique ID of the account which is related to visitor's website |
| session_id | It is the static data which displays unique ID of the Session |
| visitor_id | It is the static data which displays unique ID of the visitor's website |
| activity_id | It is the static data which displays unique ID for the action |
| numslots_used | Number of the slot that is used |
| numslots_max | A maximum number of slots for the agent that can be used. Empty in case it set as unlimited. |
| open_duration | It is the total time in seconds during which any of the chats was open |
| closed_duration | It is the total time in seconds during which any of the chats was closed |
| chatcampaign_name | It displays Chat campaign name. |
| chatcampaign_id | It is the static data which displays unique ID of the Chat Campaign |
Agents
Agents report gives you a quick overview of all your agents. It is the static report, where you can see a list of agents that are in the system with all data about the agents: agent's id, username, first name, last name, email, account id. Also, you have an opportunity to see which agent was deleted.
| id | It is the static data which displays unique agent's ID |
| username | It is agent's username (without account postfix) |
| firstname | It is agent's name |
| lastname | It is agent's lastname |
| It is agent's email | |
| account_id | It is the static data which displays unique ID of the account which is related to visitor's website |
| disabled | It shows deleted agents (o - an agent is active, 1 - agent was deleted) |
Hosts
Hosts is a static report that allows you to review the info about all websites that was added to your account. Moreover, this report allows you to check whether the sites owned to one or more accounts.
| id | It is the static data which displays unique ID of the account host |
| account_id | It is the static data which displays unique ID of the account which is related to visitor's website |
| hostname | It is the domain name of the website |
| multiple_acc_id | It is unique identifier in case there are multiple accounts on one domain name (sourceHash) |
Public Links
Below the report list, there is an option to show more settings. It allows you to generate a permanent link to a specific report with a secure token. With this token, the report can be downloaded without first logging in. An automated system can use this token to download the reports periodically.
Security Concerns
The link that is generated gives unauthenticated access to that specific report in the account. The token will not work for another report -or- account. The generated token is designed to be cryptographically secure, thus very difficult to guess or attain using brute force.
Visual reports
Resultaatcodes
The Resultaatcodes report lets you know how many of your chats end up with the desired effect, e.g. a sale or a signup. You can track the statistics for each goal you create separately, giving you a detailed picture of your chat conversations.
| chatcampaign_id | It is the static data which displays unique ID of the Chat Campaign |
| session_id | It is the static data which displays unique ID of the Session |
| timestamp | It is the time when the success code was set |
| agent_id | It is the static data which displays unique agent's ID |
| entrypoint | It shows the name of chat button or auto invite that caused a chat |
| entrypoint_id | It is the static data which displays unique ID of chat button or auto invite |
| successcode | It shows success code(s) that was chosen as a result of a conversation. Empty by default |
Chats
You get the information about the number of visits, views, clicks and opened chats for every chat campaign. Chat report gives you an opportunity to track the activity on a Web site.
| chatcampaign_id | It is the static data which displays unique ID of the Chat Campaign |
| hour_begin_time | It is the time of the beginning of that hour (0 minutes) |
| entrypoint_id | It is the static data which displays unique ID of the chat button or auto invite that caused a chat |
| entrypoint | It shows the name of chat button or auto invite that caused a chat |
| visits | Number of pageviews |
| views | Number of times when entry point viewed |
| clicks | Number of times when entry point clicked |
| chats | Number of times when entry point chatted |
Gespreksduur
Gespreksduur [Duration] report tells how effectively your agents work during their work shift. It shows you how long in sum the agent spend their time for first response to the visitor, what length of their conversation and how many time they need after closing the chat by the visitor to make latest further activities. You can compare how your agents work, because you also can find the quantity of the chats that each of agent receives.
| chatcampaign_id | It is the static data which displays unique ID of the Chat Campaign |
| session_id | It is the static data which displays unique ID of the Session |
| timestamp | It is the dynamic data which displays unique time of the Session |
| agent_id | It is the static data which displays unique agent's ID |
| entrypoint | It shows the name of chat button or auto invite that caused a chat |
| entrypoint_type | It shows the type of entry point (chat button or auto invite) that caused a chat |
| inChat | It is the time that agent spent during the conversation with a visitor |
| afterclose | It is the time that agent spends after visitors last interaction |
| responseTime |
Utilization
See when your agents were available for chats during a particular day. The Utilization report keeps track of agents’ statuses and shows their activity.
| chatcampaign_id | It is the static data which displays unique ID of the Chat Campaign |
| agent_id | It is the static data which displays unique agent's ID |
| time_start | It is the time of the beginning agent's state |
| time_end | It is the time of the ending agent's state |
| state | Agent's state (Online/Offline) |
| entrypoint_type | It shows the type of entry point (chat button or auto invite) that caused a chat |
| duration | Duration of the agent's state in seconds |
Frequently Asked Questions (FAQ)
- Why the chats visual report shows more chats than conversation report within the current date?
This could happen because chat visual reports is a report updated every five minutes taken latest changes from our system. Conversation reports are produced when a chat conversation is over. So the next question is when a conversation is considered over? Under common circumstances, it would be considered over when the visitor fills and ends the chat survey (or just the chat is there is no survey) or when agent close the chat window(whatever will happen last). But could be a visitor leave a chat unfinished and he does not return. In that case, after 30 minutes, the system closes the chat conversation and consider it as over. So can happen you don't see a conversation in transcript or conversation report until 30 minutes has elapsed in case the visitor left the page. - Why some conversations can not be found on the transcript/report list?
There is a chance that a conversation is messed up and it does not appear in transcript or conversation report. Which cases there will be? For example, when a visitor just disconnects before conversation has been routed to the agent or when a visitor closed the chat conversation window before it is routed
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