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How to report on chats transferred to email

  • September 12, 2023
  • 1 reply
  • 4 views
Ben45

I want to build a report that shows the number of chats that have an email follow-up by an agent. This will help us see how many chats are resolved on the chat itself, but also will indicate what kind of chats are too complicated for us to solve on chat currently. 

We have a custom tag set up when a chat ends. I've tried building a report with Touch metrics and filtering by that tag. However, One Touch metrics include chats that were resolved on the chat as well as chats that had one email follow-up from an agent.

Is there a way to find this data? Or would we need to set up a custom tag to add to tickets when we send an email on our end?

    1 reply

    N
    • Noly
    • September 13, 2023

    Hi Ben,

    We do have an attribute in the Update History dataset called "Update Channel" but this may not be the best option here since this will show all the channels for all ticket updates.

    I suggest that you go with tagging chat tickets with a custom tag whenever you're solving them via Email instead and leverage the tag in your reporting. See Reporting with tags.

    Hope this helps.

     

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