Viewing session statistics

The Reports option provides administrators with online reports that show queue activity and session statistics.

The Reports section contains the following options:

Session statistics

The Session Statistics report shows overall system statistics for a time period as well as monthly statistics. Information is reported in a graphical representation (line graph) and includes chat open sessions, agents online, and self-service users online. You can modify the chart to suit your environment.

• Options: Click the options panel button to display report options such as X and Y axis labels. This button is located in the upper-right corner of the chart.
• Full Screen: Click the full screen button to display the report in full screen mode. Press Esc to exit full screen mode. This button is located in the upper-right corner of the chart. 
  
  

Queue tab

The Queue Tab report shows each active session and how long (in minutes) the self-service user was in queue waiting for a support agent. It also shows the chat status, self-service user ID, and the assigned agent.