Agent Interaction Report

This report provides detailed information about the chat sessions conducted by agents. It is a useful source for tracking the session history for a particular agent.

DB View

This report maps to this DB View: InterActionView.

Enter Parameter Values for an Integrated Installation

If you are running Reports in an integrated Response Live installation, refer to this section. If you are running Reports in a stand alone Response Live installation, refer to the section for stand alone reports.

Find Criteria

All

Select all criteria.

Date Range

Select this option to find by a date range. The database searches for completed messages within this date range. Select the date range from the menu:

Today
This Week
This Month
This Year
Yesterday
Last Week
Last Month
Last Year

Fields

Select this option to search using the available query fields.

User in

Select the department to which the user is assigned.

Name

Select from more than one choice.

Date Predefined Range

Select the date range you want to search from the menu. The choices are:

Today
This Week
This Month
This Year
Yesterday
Last Week
Last Month
Last Year

Date Value Range

Enter the date range you want to report to cover.

Beginning Date – Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.
Ending Date – Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Enter Parameter Values for a Stand Alone Installation

If you are running Reports in a stand alone Response Live installation, refer to this section. If you are running Reports in an integrated Response Live installation, refer to the section for integrated reports.

Find Criteria

All

Select all criteria.

Date Range

Select this option to find by a date range. The database searches for completed messages within this date range. Select the date range from the menu.

Fields

iChannel

Select a specific iChannel from list.

Agent Name

ALL, select a specific agent from a list.

Beginning Date

Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.

Ending Date

Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Report Results

The following table describes the information provided in the Agent Interaction Report columns.

Column	Description
Interaction ID	This column displays the chat session ID. It drills down to show the details of the chat transcript.
Start Time	This column displays the time when the chat session started.
Duration	This field displays the total duration of the chat. That is, until the agent is in session.
Hold Time	The time period for which the customer was on hold before attended to by an agent.
Queue Name	This column displays the queue name that received the chat request.
Customer Name	This column shows the name/email address of the customer who initiated the call.
Type	Indicates whether the session was Chat Only, Chat with Escalation or Co Browse. For all sessions that are Chat with Escalation, it also indicates the time during the session when the chat was escalated to include co browse.

Output

Select the output that you want the report to be delivered in. This can be DHTML, HTML, Applet, PDF, text, Excel, PS (PostScript), RTF and XML.

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