Default events
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:
|
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:
|
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:
|
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. |
| Company | The company name associated with a user if using multitenancy. If multitenancy is not used, this field is set to Global. |
| Region | The region associated with a user. |
| User ID | The 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
Comments
Log in or register to comment.