Engagement Report

Overview

The engagement report shows all interactions with customers in detail. The full workflow of every chat including transcripts and all survey and custom data, as well as any exchanged files and missed chats are included. The Engagement report is a "real-time" report: it updates shortly after the chat engagement is closed by the agent.

If compliance mode is enabled, transcripts and personal information will not be present in the engagement report. See the Security settings article for more information on compliance mode.

 

Charts

The chart for the engagement report provides a visual of the data based on filter settings.

 

Filters

See Report Filters and Settings for more detail about the filters and settings menu at the top of the report.

 

Data

NameData TypeDescription
GroupGroup nameThe group assigned to the engagement at the end of the chat.
Start TimeLength of Time

Indicates when an engagement is created. This occurs when the visitor submits the prechat survey or submits the first message if a pre-chat survey is not used.

In the event of a missed chat, Start time is when the visitor opens the inline chat window.

Initial Queue Wait TimeLength of Time

The time from the initial request to initiate a chat is confirmed to the time the agents "accept" request is confirmed on the routing server.

If automated routing is enabled, the queue wait time will be calculated for the first route request once the pre-chat survey has been submitted, or when the first message is submitted if a pre-chat survey is not used.

Transferred Queue Wait TimeLength of timeSum of all time the visitor spent in the queue stage due to a transfer. This metric does not count the initial queue wait time.
AgentAgent nameThe initial agent to join the chat first. If that agent leaves for whatever reason, it will pass to the next agent in the chat.
Chatted with BotYes/NoWhether or not the visitor chatted with a bot before being transferred to an agent.
VisitorVisitor nameName of the visitor. This is a reserved variable in Velaro that is captured by the pre-chat survey or passed into Velaro by a custom data integration.
Visitor EmailVisitor emailEmail address of the visitor. This is a reserved variable in Velaro that is captured by the pre-chat survey or passed into Velaro by a custom data integration.
Chat TimeLength of Time

The time from when a chat is joined by an agent to when the engagement is archived.

If the chat is transferred, the chat time spend by all agents is calculated.

Chat Requested FromURLThe Page of the website the visitor was on when the chat was started.
Total TimeLength of timeQueue wait time + Chat time.
Agent Engagement TimeLength of Time

Chat time - (chat end date - agent last typed date)

This metric will count the total time the engagement spent in the chat stage and subtract the time between the agents last typed line and the agents exit so that CRM or postchat survey time is not counted as chat time.

ResultResult label

The result of an engagement. Following are the possible chat results:

  • Chat: A successful chat engagement between visitor and agent.
  • Pre-chat abandon: Any prechat action where the visitor opens the chat window but does not submit a survey or message to start the chat
  • Queue abandon: Chats that are abandoned by the visitor after the survey is submitted, but before an agent is connected. The visitor must close the chat the "exit chat" feature, otherwise the chat may connect after the browser is closed.
  • Chat abandon: A connection is made between the visitor and agent, but the visitor does not send a message.
  • All agents busy: All agents were at max chats
  • No agents available: No agents were set as "Available"
  • No agents online: No agents were logged into Velaro
  • Out of schedule: The visitor attempted the chat outside of the scheduled chat hours.
  • Rejected: The chat is rejected by an agent.
  • Timed out: the chat queue wait time has timed-out, based on configuration settings.
SiteSite nameName of the site in the account settings
AutoroutedYes/No
  • Yes: Chat was initially auto-routed.
  • No: Chat was initially manually accepted from a queue.
CityName of cityThe name of the city where the visitor is located as detected by browser visitor monitoring.
CountryName of countryThe name of the country where the visitor is located as detected by browser visitor monitoring.
End TimeTime

The time the chat is archived. Occurs when the last agent exits, or when a web job closes the chat based on site configurations.

When chat is unavailable, the end time is set when the visitor closes the chat window.

Ended by AgentYes/No
  • Yes: Agent ended the chat before the visitor.
  • No: Visitor ended the chat before the agent.
Postal Codenumber or number/letter

The postal code of the IP address as detected by the browser.

Note that the postal code may be reflecting the location of the visitor's internet service provider DNS server, giving an inaccurate reading of the visitor's exact location.

RegionLocationThe geographical region of the agent.
ISPNameThe name of the internet service provider of the agent.
IP AddressNameThe name of the visitor internet service provider.
Resulted in ConversionYes/No

This data element is based on the settings in the Dashboard.

  • Yes: Engagement was associated with a conversion during or after the chat.
  • No: Engagement was not associated with a conversion during or after the chat.
Satisfaction LevelNumber
(1-5)
The star rating score the visitor supplies either during the chat, or in the post-chat survey.
Submitted Post Engagement SurveyYes/No
  • Yes: Visitor submitted a post-chat survey.
  • No: Visitor did not submit a post-chat survey.
Submitted Pre Engagement SurveyYes/No
  • Yes: Visitor submitted a pre-chat survey.
  • No: Visitor did not submit a pre-chat survey.
Timed OutYes/No
  • Yes: Chat was missed due because the queue wait timeout limit was reached, or all agents logged out while the visitor was in the queue.
  • No: Chat did not time out.
TransfersNumberThe number of times a chat was transferred during an engagement. Includes both automated and manual transfers.
Chat TurnsNumber

The number of distinct turns in a conversation.

1 "turn" consists of a visitor sending a message and the agent responding to the message.

Engagement Closed ReasonText

The reason for the close of the chat engagement. Following are possible reasons:

  • AgentExit - Typical case. When a chat occurs and the agent exits to close it. Most often follows the visitor exit.
  • ForceClose - When an administrator force-closes a chat from the dashboard.
  • SupportClose - When a Velaro support team member closes the chat.
  • APIClose - Whan a call to the engagement API closes the chat.
  • AbandonedPrechat - When the visitor closes the inline tab before a chat begins (during the prechat survey)
  • AbandonedPrechatAutoclose -  When the visitor leaves the page or does nothing for 20 minutes while on a prechat screen
  • AbandonedQueue - When the visitor closes the inline chat window after they submit the prechat survey or first message and while they are waiting in the queue.
  • UnavailableAutoclose - When the visitor leaves the page or does nothing for 20 minutes while on an unavailable screen.
  • UnavailableSubmitted - When the visitor submits the unavailable survey.
  • UnavailableVisitorExit - When the visitor exits the chat while it's in an unavailable state.
  • Timeout - When no one sends a message for the autoclose timeout period is met.
  • PostchatAutoclose - When the visitor leaves the page or does nothing for the autoclose time period (for a defined number of minutes) while on a postchat screen.
  • UnavailableQueueTimeout - When the queue times out (I'd expect the chat to close with Unavailable or UnavailableSubmitted in this case)
  • Unavailable - When chats are stuck in an unavailable state for 20 minutes.
  • FailedToRoute - When there has been a failure in the routing logic. Happens if the engagement is in the RoutingFailure status for 20 minutes.
  • AgentReject - Happens when an agent rejects a chat.
Closed byNameThe name of the user (agent, manager or administrator) who closed the chat session.
Custom Chat Value(s)Number or number/letter variableIf custom data is passed into the chat engagement, each value is available as its own data field in the engagement report.
Survey Question(s)TextIf a prechat, post-chat, agent ,or unavailable survey is configured, each question from each survey and the answered supplied are available in its own data field in the engagement report.

Was this article helpful?