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Underlying Raw Data for Chat Summary

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  1. id: A unique identifier internal to agent assist
  2. brand_key: A unique key identifying the brand associated with the chat session.
  3. session_id: A unique identifier for the specific chat session.
  4. team_id: The unique identifier for the team handling the chat session.
  5. is_customer_anonymous: Indicates whether the customer interacting in the chat is anonymous (e.g., not logged in or unidentified). This is not applicable for WhatsApp
  6. created_date: The date on which the chat session was created.
  7. creation_timestamp: A more precise timestamp capturing the exact moment the chat session was created.
  8. created_hour: The hour (in 24-hour format) when the chat session was initiated.
  9. worked_date: The date on which work or interaction occurred in the chat session.
  10. worked_hour: The hour during which the interaction occurred in the session.
  11. sc_bot_break_time: The time duration (in seconds or minutes) when a chatbot disengaged or transitioned the session to a human agent.
  12. status: The current status of the session (e.g., open, closed).
  13. priority: The assigned priority of the session, indicating its urgency or importance
  14. channel: The communication channel used for the session (e.g., WhatsApp, Instagram etc).
  15. team: The team or group assigned to handle the session.
  16. customer_id: A unique identifier for the customer involved in the chat.
  17. currently_assigned_to: The name or ID of the agent currently assigned to the session.
  18. Agent_name: The name of the agent interacting in the session.
  19. m_frt_sc_bh_only: The first response time (FRT) for the session, measured in business hours only. First Response sent by the agent - Bot Handover Time
  20. min_FRT: The minimum first response time across sessions.
  21. avg_Response_Time: The average time taken to respond to the customer during the session.
  22. max_Resolution_Time: The maximum time taken to resolve a session.
  23. m_resp_sc_bh_only: The response time in business hours only.
  24. m_rt_sc_bh_only: The resolution time (RT) in business hours only.
  25. m_frt_sc_cal_hrs: The first response time in calendar hours.
  26. m_resp_sc_cal_hrs: The response time in calendar hours.
  27. m_rt_sc_cal_hrs: The resolution time in calendar hours.
  28. m_frt_wu_bh_only: First response time in business hours for sessions worked by the agent.
  29. m_resp_wu_bh_only: Response time in business hours for sessions worked by the agent.
  30. m_rt_wu_bh_only: Resolution time in business hours for sessions worked by the agent.
  31. m_frt_wu_cal_hrs: First response time in calendar hours for sessions worked by the agent.
  32. m_resp_wu_cal_hrs: Response time in calendar hours for sessions worked by the agent.
  33. m_rt_wu_cal_hrs: Resolution time in calendar hours for sessions worked by the agent.
  34. m_imp_agent_msg: Count of important messages sent by the agent.
  35. m_imp_cust_msg: Count of important messages sent by the customer.
  36. m_spam_agent_msg: Count of spam messages sent by the agent.
  37. m_spam_cust_msg: Count of spam messages sent by the customer.
  38. m_deleted_agent_msg: Count of messages deleted by the agent.
  39. m_deleted_cust_msg: Count of messages deleted by the customer.
  40. m_assignment_changes: Number of times the session was reassigned to different agents.
  41. m_assignee_changes: Count of changes to the assigned agent.
  42. m_tag_changes: Count of tag modifications for the session.
  43. m_priority_changes: Count of priority level changes for the session.
  44. m_brand_msg: Count of messages sent by the brand for every customer message. It wont consider the count of messages sent by the agent repeatedly to the customer without the customer’s reply
  45. m_customer_msg: Count of messages sent by the customer.
  46. M_orphan_msg: This metric will be removed from the report as this feature is not applicable for WhatsApp chats
  47. is_session_created_in_bh: Indicates whether the session was initiated during business hours.
  48. sc_first_assignment_time: The timestamp of the first assignment of the session to an agent.
  49. Total Agent Messages: Total count of messages sent by all agents during the session.
  50. Total Worked/Not Worked: Categorization of sessions as worked or not worked.
  51. Sessions: This tells if the session was created in business hours or not
  52. FRT Bucket: Categorization of sessions into different time buckets based on first response time.
    IF ("min_FRT" <= 5 , '0-5 sec',
    IF ("min_FRT" > 5 AND "min_FRT" <= 10, '5-10 sec',
    IF ("min_FRT" > 10 AND "min_FRT" <= 30, '10-30 sec',
    IF ("min_FRT" > 30 AND "min_FRT"/60 <= 1, '30 sec-1 min',
    IF ("min_FRT"/60 > 1 AND "min_FRT"/60 <= 5, '1-5 min',
    IF ("min_FRT"/60 > 5 AND "min_FRT"/60 <= 10, '5-10 min',
    IF ("min_FRT"/60 > 10 AND "min_FRT"/60 <= 20, '10-20 min',
    IF ("min_FRT"/60 > 20, '> 20 min',
    null))))))))
  53. Category: This will either be assigned to an agent or handled by bot/ unassigned

Updated about 6 hours ago