Live Chat Session Log Report
Live Chat Session Log
This report will provide live chat session logs.
Running the Report
To access this report, navigate to Analytics > Baseline CSV Reports > Create Reports.
Select the Live Chat Session Log report from the list and specify your filter dates to run the report.
The available filters include:
- Creation Start & End Dates - This is a required set of filters to scope the report to bot interactions created within the specified time frame.
- Agent Name - A multi-select dropdown allowing you to filter to logs for a specific agent.
- Agent Team - A multi-select dropdown allowing you to filter logs for a specific agent team.
Data Columns
Below is the list of columns you can expect to receive from this report.
| Column Name | Value Description |
|---|---|
| session_uuid | Our system ID for the chat session log. |
| agent_name | The name of the agent interacting in the chat. |
| agent_email | The email of the agent interacting in the chat. |
| agent_team | The name of the agent team is interacting in the chat. |
| chatter_name | The name of the user interacting in the chat. |
| chatter_email | The email of the user interacting in the chat. |
| livechat_created_at_utc | The creation time of the live chat in UTC. |
| time_to_accept_minutes | The time to accept the chat session in minutes |
| time_to_first_response_minutes | The time to respond in the chat session in minutes |
| claimed_status | The email of the user interacting with the bot. |
| duration_minutes | The name of the directory in the account |
| transferred | When the chat session has been transferred |
| livechat_uuid | Our LiveChat ID for the chat session log. |
| user_messages | Count of messages sent by user |
| agent_messages | Count of messages sent by agent |
| total_messages | Total count of messages in the session |