Chat Survey Detail
Report on the survey results for chats that took place during a 7-day period from a given date. This report is intended for the default survey layout of 3 rating questions and an additional comments section. The first 10,000 surveys are shown. Three versions of this report are available:
- By Department: Show all surveys for selected departments. Scores are aggregated by department and by queue.
- By Queue: Show all surveys for selected queues. Scores are aggregated by department and by queue.
- By Agent: Show all surveys for selected agents. Scores are aggregated by department and by agent.
This report uses a Department parameter set. It may be found in the following path: Root > Reports > Chat Reports > Detail.
The report includes the following columns:
Department Name
The department to which the chat was assigned when it was completed.
Queue Name
The queue to which the chat was assigned when it was completed.
Agent Name
The agent to which the chat was assigned when it was completed.
Chat Start Time
The date and time that the chat started.
Activity ID
The ID number of the chat.
Activity Subtype
The type of chat - general (i.e. text) or video. Chat types are defined in eGain as activity subtypes. If a chat switches to video (or audio only) at any point then the whole chat is considered to be video.
Channel Origin
Indicates whether the chat was reactive (the customer initiated chat from the Contact Us page) or proactive (a chat offer was made and accepted).
Customer Email
The email address of the customer associated with the chat. If the customer has more than one email address then the most recent one to be added to the system is shown.
Question 1
The text of the first survey question.
Question 1
Score The score that the customer gave out of 5 for the first survey question. If this is zero then the customer did not answer this question.
Question 2
The text of the second survey question.
Question 2 Score
The score that the customer gave out of 5 for the second survey question. If this is zero then the customer did not answer this question.
Question 3
The text of the third survey question.
Question 3 Score
The score that the customer gave out of 5 for the third survey question. If this is zero then the customer did not answer this question.
Average Score
The average score that the customer gave for the first, second, and third survey questions. If the customer did not answer a question, then its score is zero - any zero scores are excluded from this calculation so they do not skew the average.
Total Score
The total score that the customer gave for the first, second and third survey questions. If the customer did not answer a question, then its score is zero and the overall survey score is lower as a result. If the customer did not answer any of the three questions, then the survey score itself is zero.
Additional Comments
Any additional comments provided by the customer.
Serviced
The number of times that the chat was serviced. If the chat was serviced and completed by a single agent then this shows 1. If the chat was serviced by ultiple agents due to being transferred, then this metric counts each agent. If the chat was abandoned then this shows zero. A chat is “serviced” when an agent begins to work on it, providing the customer has not abandoned.
Abandoned
This shows 1 for each chat that was abandoned and 0 for each chat that was serviced. The sum aggregation can then be used to count up the number of abandoned chats. A chat is “abandoned” if the customer leaves before any agent begins work on the activity.
Wait Serviced Time
For serviced chats, the time which elapsed from the chat being assigned to the queue to being serviced. A chat is “serviced” when an agent begins to work on it, providing the customer has not abandoned. If the chat was serviced by multiple agents due to being transferred then this is the combined wait time. For abandoned chats, this shows zero.
Wait Abandoned Time
For abandoned chats, the time which elapsed from the chat being assigned to the queue to the customer leaving. A chat is “abandoned” if the customer leaves before any agent begins work on the activity. For serviced chats, this shows zero.
Chat Duration
The time that elapsed between the chat being initiated and being completed. Note that this may include time spent assigned to other queues and agents, besides the queue and agent that the chat was assigned to when it was completed.