HELP FILE

ActiveAssist Chat Summary

See the number of chats that included remote access sessions, including the number of successful/failed connections and key data about the sessions and chats.

Fastpath: report.boldchat.com > New Report > Chat > ActiveAssist Chat Summary

To view data about remote access sessions held by agents in your account, make sure the ActiveAssist Type is Remote Access.

Reported data:

Total
The total number of ActiveAssist sessions started from chat interactions.
Connected
The number of ActiveAssist sessions successfully established between the agent and the customer.
Failed
The number of ActiveAssist sessions that were not established either because the customer refused it or due to technical issues.
Reconnect on Reboot
The number of ActiveAssist sessions that had at least one re-connection upon reboot of the customer's computer.
Average (Session) Time
Average duration of ActiveAssist sessions.
Min (Session) Time
The shortest duration of ActiveAssist sessions.
Max (Session) Time
The longest duration of ActiveAssist sessions.
ASA
Average Speed to Answer for answered chats. Calculates time from chat Started to Answered by a live agent. Time from when the chat started to the time it was answered by the agent.
ACT
Average Chat Time for answered chats. Time from answering a chat until it closes. The time between the first agent answering the chat and the final agent assigned to the chat when it closes, adds up to the ACT calculation for the final agent. It represents the average length of all chats for a given entity (Date, Agent, Country, etc.) measured from time of assignment to end of chat.
AMC
Average Message Count for answered chats.