Tracking chat data
You can query the PMTCOLIVECHATSTATS database table to retrieve data about chats that occur in the data center. A new row is added to the table for every chat. Querying the table gives you the information you need to ensure a high level of end user service, track agent productivity, and perform other tasks that maximize the efficiency of the live chat feature.
About this task
For each chat, the following attributes are recorded in
the row for the chat:
| Attribute | Description |
|---|---|
| UserID | The user ID of the end user |
| AgentID | The user ID of the agent, if the agent accepted |
| RequestTime | The time at which the end user requested the chat |
| AcceptTime | The time at which the agent accepted the chat |
| EndTime | The time at which the chat ended or the end user closed the chat |
| ChatQueueID | The ID of the chat queue that the chat was routed to |
| Ticket UID | The unique ID of the service request associated with the chat |
| Timedout | Whether or not the chat timed out due to inactivity |
| Abandoned | Whether or not the end user closed the chat before the agent accepted it |
| WaitTime | The number of seconds the end user spent waiting for the chat request to be accepted |
| ChatTime | The number of seconds the chat lasted |
| NumofChatsAgent | The number of chats the agent has in progress |
Predefined queries are not provided for the PMTCOLIVECHATSTATS table. You can use the database tool of your choice to run queries that you determine are needed.