Session ID

The ticket number.

User Name

The ticket's owner.

Status

Opened, Closed, Snoozed, Pending.

Direction

Incoming/Outgoing

Session Open Timestamp

The time at which the ticket was first opened.

Session Last Update

The time when the ticket was last updated.

Session Closed Timestamp

Ticket closed timestamp

Closed Automatically

Whether the ticket was automatically closed due to:

1. The session was pending and wasn't answered in the idle time frame.
2. There was no activity in the Idle ticket lifetime.

Comm. Channel

The current ticket's communication channel.

Customer Name

The name of the Customer.

Customer Identifier

An identification detail that depends on the communication channel from which the customer is contacted (e.g., customer email address, customer phone number, customer FB account, etc.).

First Customer Message

The time-stamp of the first message sent by the customer.

First Agent Message

The time-stamp of the first message sent by an Agent.

Last Customer Message

The time-stamp of the last message sent by the customer.

Queue Wait time

The total time that the customer waited in the queue, including the time the department was closed (i.e., the ticket entered the queue 5 min before the end of the day. The ticket was assigned the next day 5 min after the beginning of the day. The time will include the time the department was closed.)

Queue Wait time Net

The time that the customer waited in the queue when the department was Opened. (i.e., the ticket entered the queue 5 min before the end of the day. The ticket was assigned the next day 5 min after the beginning of the day. The time will be 10 min.)

1st Response Time

Total time from session open to the agent's first message.

1st Response Time Net

Total net time (deducted time out of business hours) from the session open to the agent's first message.

Handle Time

The total time from ticket opening to close, including when the department was closed.

Handle Time Net

When the department was Opened, the total time from ticket opening to closing.

Conversation Time Net

Total net duration (deducted time out of business hours) from the first to the last message

Avg. Agent Msg. Response Time Net

The average time the agent takes to respond throughout the session after alocation, not including when the department was closed.

Outgoing Messages

The total number of messages sent to the customer by the agents in this session.

Incoming Messages

The total number of messages sent by the customer in this session.

Outgoing Media

The total number of attachments sent by agents in this session.

Incoming Media

The total number of attachments sent by the customer in this session.

Subject

Ticket subject (field1).

Field2

Dynamic field.

Field3

Dynamic field.

Field4

Dynamic field.

Field5

Dynamic field.

Field6

Dynamic field.

Field7

Dynamic field.

Field8

Dynamic field.

Field9

Dynamic field.

Field10

Dynamic field.

Survey Avg.

Average survey score (for rating questions only).

Tags

The tags attached to this ticket.

Source Page Name

The page from which the customer contacted.

Source Page Link

The customer's source URL, i.e., Web Chat URL, Facebook page URL, Instagram page URL, etc.

Path

The path the customer went through in the bot.

Department Identifier

An identification detail depends on the communication channel from which the customer is contacted.

Response SLA Percentage

Adherence to the initial response time set for this channel. More than 100 percent means the SLA was exceeded.

Transferred In

Was the ticket transferred in from another department

Transferred Out

Was the ticket transferred out to another department