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The BMC Virtual Chat application logs data that might be used for custom reporting based on a number of events that take place in BMC Virtual Chat. 

Note

Events are supported in the old UI only of the Self Service Portal and are not supported for the new UI.


BMC Virtual Chat provides the following events that are used for reporting, by default:

The following tables describe all the fields on the Chat Event form for each type of event except for the Session ID and Create Date.

  • Session ID: The ID used to uniquely identify the chat session. This field is used to track all activity for a particular session and is always set.
  • Create Date: This field is always set to the time when the event is initially logged or created.

Virtual Agent Request

This event tracks the chat sessions with the virtual agent. It is created when a user logs in and asks the virtual agent a question. The request is initially marked as Open and closes when a user closes their browser, logs out, or requests a live agent. If the event cannot be captured, this event is automatically closed, and BMC Virtual Chat eventually sets the status to Complete.

Field descriptions for virtual agent requests

Event details

Description

Event ID

100

Event Status

While a user is chatting with the virtual agent, this field is set to Open. When that chat session is ended by the user closing the browser, logging out, or requesting a live agent, this field changes to Complete.

Company

The company name if using multitenancy. If multitenancy is not used, this field is set to Global.

Start

The time when the first question is asked to the virtual agent

End

The time when the Event Status is set to complete

Duration

The time in seconds between the Start and End time stamps

Count

The number of questions asked of the virtual agent. This field is not set until the session with the virtual agent session is complete.

Filter Field 1

The ID of the user making the request

Filter Field 2

Not applicable

Filter Field 3

Not applicable

Live Agent Request

This event tracks the chat sessions with a live agent. It is created when a user requests to chat with a live agent and remains open until the session is closed.

Field details for live agent requests

Event details

Description

Event ID

101

Event Status

While a user is either waiting for a live agent or is chatting with a live agent, this field is set to Open.

Company

The company name if using multitenancy. If multitenancy is not used, this field is set to Global.

Start

The time when the user first requested a live agent

End

The time when the chat session was closed

Duration

The time in seconds between the Start and End time stamps

Count

The number of times that the user sends a chat text to an agent

Filter Field 1

Status — The status of the chat session. This value is transferred from the Status field of the Master Chat Record. Values are as follows:

  • Pending Assignment
  • Assigned
  • Closed

Filter Field 2

Agent The ID of the agent that is currently assigned to the session or was last assigned if the session is closed

Filter Field 3

Resolution Status Maps to the Resolution Status of the Master Chat Record and is set when the status of the event is set to Complete. Values are as follows:

  • Resolved Via Agent
  • Abandoned

Browser Closed

This event is generated when a user closes the browser when a live agent request has been made and the chat session is either Pending Assignment or Assigned.

Event details

Description

Event ID

125

Event Status

Always set to Complete

Start

The time when the user closed the browser

End

The time when the user closed the browser

Duration

Not applicable

Count

Not applicable

Filter Field 1

Create Date When the chat was first started. If the user used the virtual agent, this value indicates when the virtual session was started.

Filter Field 2

Live Agent Request Timestamp When the live agent request was made

Filter Field 3

Status The status of the chat session when the browser was closed. Values are as follows:

  • Pending Assignment
  • Assigned

Chat Queue

This event tracks live agent requests from the time the request is made until the time an agent accepts the request.

Event details

Description

Event ID

300

Event Status

Set to Open while the chat status is Pending Assignment and set to Complete when an agent has accepted the request

Start

The time when a user requests to chat with a live agent

End

The time when the agent accepts the chat request

Duration

The time in seconds between the Start and End time stamps

Count

Set to the initial queue position when the user requests a live agent

Filter Field 1

Agent Set to the agent that accepts the live agent request

Filter Field 2

Status Set to Assigned when an agent accepts the request. If a user cancels the request before an agent accepts it, the status is set to Closed.

Filter Field 3

Not applicable

Relate Incident

When an incident is automatically generated by a user requesting a live agent, BMC Virtual Chat creates this event with a status of Complete.

Event details

Description

Event ID

600

Event Status

Set Complete when a user chatting with a live agent creates an incident.

CompanyThe company name associated with a user if using multitenancy. If multitenancy is not used, this field is set to Global.
RegionThe region associated with a user.
User IDThe ID of the user creating the incident.

Start

The time when a user creates an incident.

End

Not applicable

Duration

Not applicable

Count

Not applicable

Filter Field 1

Not applicable

Filter Field 2

Not applicable

Filter Field 3

Not applicable

Related topics

Reporting events for custom reports

Report definitions form

Chat Event form


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