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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Welcome to Oracle Service Cloud Ask the ExpertsChat Reporting
Presenter: Cristian Nastase
Dial-In: 1-866-682-4770
Conference Code: 7817715Security Passcode: 1234
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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Program Agenda
Presentation overview
Types of available chat reporting
Chat Audit Report
Agent Chat Involvement Report
Q & A
1
2
3
4
5
Confidential – Oracle Internal/Restricted/Highly Restricted 2
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Presentation overview
Types of available chat reporting
Chat Audit Report
Agent Chat Involvement Report
Q & A
1
2
3
4
5
Confidential – Oracle Internal/Restricted/Highly Restricted 3
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Presentation Overview
• Learn about chat reporting available within Oracle Service Cloud;
• An overview of reporting functionality for chat;
• Use reports in order to troubleshoot certain chat session scenarios;
Confidential – Oracle Internal/Restricted/Highly Restricted 4
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Presentation overview
Types of available chat reporting
Chat Audit Report
Agent Chat Involvement Report
Q & A
1
2
3
4
5
Confidential – Oracle Internal/Restricted/Highly Restricted 5
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
What is Chat ?• Chat represents a powerful tool that allows customer interactions offering the best
venue for certain queries;
• Chat reporting takes part of Analytics module of OSvC;
• Chat reporting shows a variety of details
• Split into 2 major areas:
- Real-time reporting;
- Standard Reporting;
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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Real-time reporting
Confidential – Oracle Internal/Restricted/Highly Restricted 7
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Presentation overview
Types of available chat reporting
Chat Audit Report
Agent Chat Involvement Report
Q & A
1
4
5
Confidential – Oracle Internal/Restricted/Highly Restricted 8
3
2
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Chat Audit Report
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- Routing incoming chats to available agents(delay, chats not routing);- Encountering connectivity issues on either end-user or agent’s side;- Agent status, available sessions during a certain period of time;- Agent’s transactions during an active chat;- Source , IP, browser , operating system, Chat referral site ;
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
ExamplesRouting incoming chats to available agents(delay, chats not routing)
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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
ExamplesEncountering connectivity issues on either end-user or agent’s side;
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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
ExamplesAgent status, available sessions during a certain period of time;
Confidential – Oracle Internal/Restricted/Highly Restricted 12
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
ExamplesAgent status, available sessions during a certain period of time;
Confidential – Oracle Internal/Restricted/Highly Restricted 13
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Presentation overview
Types of available chat reporting
Chat Audit Report
Agent Chat Involvement Report
Q & A
1
5
Confidential – Oracle Internal/Restricted/Highly Restricted 14
3
2
4
3
Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Agent Chat Involvement Report
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- agent’s involvement in all sessions and sub-sessions of chats for a specific time period;- utilizes chat_performance_intervals table
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ExamplesChat was not routed despite sessions being available
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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
ExamplesChat was not routed
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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Useful Resources:
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https://cx.rightnow.com/app/answers/detail/a_id/4026
https://cx.rightnow.com/app/answers/detail/a_id/4009
https://cx.rightnow.com/app/answers/detail/a_id/8298
https://cx.rightnow.com/app/answers/detail/a_id/7110
https://cx.rightnow.com/app/answers/detail/a_id/5217
https://cx.rightnow.com/app/answers/detail/a_id/8282
