Service-Level Analysis Reports
To generate reports, see Reports.
Answered report
Retrieves how quickly your organization is answering incoming chats. For all answered chats, the number and percent answered within various amounts of time.
Input parameters
Parameter | Type | Required | Description |
---|---|---|---|
ReportType | integer | yes | For this report, report type ID is 8. |
Grouping | string | yes | The grouping key which varies by report.
Available groupings are:
|
FromDate | iso8601 date-time | yes | The starting date for the report. |
ToDate | iso8601 date-time | yes | The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime. |
Filters | string | no |
The filters are additional parameters that can be passed to
the runReport call. The following filters are available:
|
Unanswered report
Retrieves how long you're keeping would-be chatters waiting until they give up on reaching an agent. For all unanswered chats the number and percent that were unanswered within various amounts of time.
Input parameters
Parameter | Type | Required | Description |
---|---|---|---|
ReportType | integer | yes | For this report, report type ID is 9. |
Grouping | string | yes | The grouping key which varies by report.
Available groupings are:
|
FromDate | iso8601 date-time | yes | The starting date for the report. |
ToDate | iso8601 date-time | yes | The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime. |
Filters | string | no |
The filters are additional parameters that can be passed to
the runReport call. The following filters are available:
|
Chat Duration report
Retrieves how much time your chats are taking from start to finish. For all answered chats, the number and percent that lasted within various amounts of time.
Input parameters
Parameter | Type | Required | Description |
---|---|---|---|
ReportType | integer | yes | For this report, report type ID is 10. |
Grouping | string | yes | The grouping key which varies by report.
Available groupings are:
|
FromDate | iso8601 date-time | yes | The starting date for the report. |
ToDate | iso8601 date-time | yes | The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime. |
Filters | string | no |
The filters are additional parameters that can be passed to
the runReport call. The following filters are available:
|
Average Time in Queue report
This report answers the following question: How many chats were in the unassigned queue for various amounts of time before being assigned? For a given date, period, or agent, each cell is the number of chats that waited the given amount of time before assignment.
Input parameters
Parameter | Type | Required | Description |
---|---|---|---|
ReportType | integer | yes | For this report, report type ID is 71. |
Grouping | string | yes | The grouping key which varies by report.
Available groupings are:
|
FromDate | iso8601 date-time | yes | The starting date for the report. |
ToDate | iso8601 date-time | yes | The ending date for the report. For information on the syntax of the date-time parameters, see https://www.w3.org/TR/NOTE-datetime. |
Filters | string | no |
The filters are additional parameters that can be passed to
the runReport call. The following filters are available:
|