Which chat reports are available in real time?
Environment:
Oracle B2C Service
Chat Analytics, real-time chat reporting
Resolution:
Real-time reports and dashboards for chat are available in the Browser UI. They display data directly from the chat server, not from the database. All of these reports have a default refresh rate of fifteen seconds or less and are located in Public Reports -> Service -> Chat Reports -> Real-Time Reports.
In order to see data in real-time reports in .NET, the agent needs to be logged into Chat. If the agent is not logged into Chat, the following message will be displayed instead: 'You must be logged in to chat in order to see data in this report'. The user does not need to be logged into chat to see the real-time reports in the Browser UI.
Below is a list of relevant chat real-time reports.
| Report ID | Report Name | Description |
|---|---|---|
| 3037 | Active Chat List Per Agent | This report displays information about active chats that are assigned to agents. |
| 3039 | Active Chat List Per Queue | This report displays information about active chats in queues. |
| 3505 | Chat Agent Home–Real Time | This dashboard is a real-time version of the Chat Agent Home dashboard located at Public Reports -> Service -> Chat Reports. |
| 3041 | Chat Agent List Per Queue | This report displays information about agents and their assignment to queues. |
| 3042 | Chat Agent Queue Snapshot | This report displays information about an agent’s current chats. |
| 3504 | Chat Supervisor Home–Real Time | This dashboard is a real-time alternative to the Chat Supervisor Home dashboard located at ->Public Reports -> Service -> Chat Reports. |
| 3043 | Chat Supervisor Queue Snapshot | This report displays information about each engagement in a queue. |
| 3036 | Current Chat Agent Statistics | This report displays statistics for individual agents. |
| 3035 | Current Chat Group Statistics | This report displays statistics for agent groups. |
| 3038 | Current Chat Queue Statistics | This report displays statistics for chat queues. |
| 3044 | My Chat Agent Statistics | This report displays basic statistics for the current agent. |
| 3040 | Waiting Chat List Per Queue | This report displays information about waiting chats in queues. |
| 3069 | Wrap-Up Chat List Per Agent | This report displays information about chats currently in wrap-up mode for each agent. |
Para obtener información adicional, consulte la sección 'Real-time chat reports' en la documentación en línea para la versión que su sitio está ejecutando actualmente. Para acceder a los manuales y la documentación en línea de Oracle B2C Service, consulte la Documentación de los productos de Oracle B2C Service.
