Chat Priority Logs(Beta)

Team managers and analysts can download a report that captures the initial priority of chats, and the escalation rules executed by the system subsequently.

Download Report

To download template user summary report,

1. Click "Generate Report" in the "Chat Priority Logs(Beta)" section to display the calendar in the pop-up window.

2. Select the date range from the given calendar and click "OK". A pop-up will be displayed notifying that the request is queued for processing the report. Refer the image below.

3. Click "View Requested Reports" to view the status of the requested report. The requested report will be initially in "Pending" status.

4. Once the status changes to "Available", the admin can click the "Download Icon" to download the report. Refer the image below.

Team manager can also schedule a report. Click here for more information on scheduling a report.

The Team Name and the Selected Date Range are provided as a header in the excel file.

The following information will be displayed in the report:

• CS1: Chat ID
• Chat Creation Timestamp: Time stamp of chat creation
• Chat Status: Current status of the chat
• Channel:* The channel that the chat is created on
• Asset:* The asset name that the chat is created on
• Website Id:* The website that the chat is initiated from (only applicable for live chat channel)
• Initial Priority:* The priority of the chat at the time of chat creation
• Number of Escalations:* Total number of escalations executed
• Assigned Priority:* The priority of the chat at the time of chat assignment
• Chat Assigned Timestamp:* Time stamp of chat assignment
• Assigned Agent:* The last assigned agent’s name
• Escalated To Priority:

• Time stamp that the chat is being escalated to the mentioned priority
• This column will be left blank if the chat is not escalated to this priority or if the chats initial priority is higher than the mentioned priority
• In case the chat is transferred between multiple agents, for secondary agents the initial priority will be left blank.

Priority Escalated By:

• SYSTEM: If the priority escalated by the system automatically
• Team manager’s name: If the priority is escalated by the team manager manually

To Schedule a Report

1. Click "Schedule Report" button on the Offline Reports screen.
   The following pop-up window appears.

2. Select the "File Format".
3. It is recommended to select .xls option for reports on email channel as .csv files are likely to be malformed with email body content.

4. Select the "Periodicity".
5. Select the "File Destination".
6. If you select "Email" radio button, a text box appears.
7. Enter the email ids of the list of users to whom the report has to be sent.
8. If you select "SFTP Path" radio button, the list of SFTP paths configured by the client admin under File Destinations screen (Client Admin Console > Settings > File Destinations) will appear.

9. Select the "SFTP Path".
10. If you select "AWS S3 Bucket" radio button, the list of AWS S3 Buckets configured by the client admin under File Destinations screen (Client Admin Console > Settings > File Destinations) will appear.

11. Select the "AWS S3 Bucket".
12. Click "Save".
    A confirmation message appears on the screen.

To Cancel a Scheduled Report

1. Click "Schedule Report" button in the respective report section. The Schedule Report pop-up window will be displayed.
2. Click "Cancel Report".
   The report will be cancelled and a confirmation message appears on the screen.