Default events

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

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.

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

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.

Chat Queue

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

Relate Incident

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

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 Live Chat eventually sets the status to Complete.

Field descriptions for virtual agent requests