Chat history and reporting
Efecte Chat for Service Management allows storing chat history and reporting data in ESM.
A chat session data card can be created by using createChatSession chatbot function in the chatbot before a live chat connection is established. This creates an empty data card that will be populated with the chat log and statistics using an ESM scheduled task IWChatHistoryDownloadTask. The frequency of the updates to the chat session data card depends on the setting of the task. It is not possible to get full chat history on the chat session data card real time.
Warning
Too frequent synchronization of the chat history can have a performance impact on the whole ESM. In order to avoid performance issues in large environments during business hours, it is recommended to run the chat history job once a day outside typical business hours. Chat sessions are not available for fetching over the API in real time, so there is no use to increase the frequency to e.g. five minutes.
A chatbot widget session is the end-user session within the chatbot widget, during which end user can interact with the chatbot, and open live chat, depending on the chatbot configuration. A single chatbot widget session can include multiple live chat sessions. An important distinction is, that as of 2023.1, the chat session data cards in ESM correspond to the chatbot widget session. Therefore, a single chatbot widget session / chat session data card can hold multiple live chat sessions.
List of supported attributes
In 2023.1 version of Efecte Chat for Service Management, following information can be populated on the chat session data cards:
- Chat session ID
- ID of the chatbot widget session. Each live chat does not generate a new chatbot widget session, but are stored on the same chat session data card.
- Chat log
- Message history, time stamps and sender information, including also chatbot messages.
- Message count
- Includes the total number of messages during the chatbot widget session, including automatic system messages and chatbot messages
- Members
- Multi-value field that has references to the end user's and support personnel's Person data cards.
- Support person
- Single value field referring to the support person participating in the live chat. In case the chat was redirected to another support person or the session includes multiple live chats, the latest participating support person is used.
- Customer
- Reference to the Person data card of the end user.
- Start time
- Date and time data type for the start time of the chatbot widget session
- End time
- Date and time data type for the end time of the chatbot widget session
- Wait time before first reply
- Time between the first message of the end user and response time of the agent, once the live chat session has been established.
- If there is no reply from the agent, value remains empty.
- If the agent sends a message before the end user once the live chat session has started, value is 0.
- Automatic messages sent by the system or chatbot interactions are not considered.
- In case several live chat discussions were had during the chat session, the reply time from the first live chat session is used.
- Related ticket
- Multi-value back-reference to tickets, that have been created from the chat session by chatbot or by agent.
- Is chat active? - Mandatory attribute
- String type attribute with static menu, which needs to have a value and a value code for a negative value. Used by the scheduled task to define, whether a chat session needs to be still updated or not, in case the scheduled task is run when the chat is still active.
With platform settings, you can change on which attribute this information is saved on. Refer to the full list of platform settings to learn more.
DeleteAdditional live chat reporting is available in newPanel, which is only available for chatbot admins. https://newpanel.inteliwise.com/
Setting up chat history to ESM
- Create or choose template for chat session data
- Make sure that the template includes attributes mentioned above in the list of supported attributes
- Alternatively, you can use the ready-made chat session template found from the configuration checklist
- Set up IWChatHistoryDownloadTaskscheduled task in ESM
- Make sure the task is using a user with enough permissions
- Consider the possible performance impact if there are hundreds of discussions each day. In such a case, it is recommended to run the scheduled task only outside business hours.
- Use createChatSession function in chatbot configuration to create data cards during end user's interaction with chatbots.
- Set environment URL
- Set authentication token
- Set correct folder code in URL parameter
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