Chat does not provide correct information about the time spent

[Techsup4]

trafficstars

Hello, My name is Atanas Komsiyski. I am part of the Technical Support team of Antelope Audio. We are currently using your product and we've got a couple of inquiries. When we navigate to the chat lists tab , the IDs of the chats are not displayed. Also ,there is no option to search by chat ID. When we are trying to extract the statistics for the time spent in each session, the system does not provide us with correct information. Here's how we are trying to get the data: 1 - Navigate to "Chat lists" 2 - Mark "Information" 3 - Click "XLS with report" This should provide us with a report about the time , chat ID etc. We have tested this by simulating a session. When we checked the results the time spent in the session (while the session was active) wasn't correct. This information is quite important for us, in fact the possibility to extract such information was one of the reasons that we chose your product. So far it does not work right. Could you please let us know if either we are doing something wrong or there is an issue with the system ? Best Regards, Atanas

[PeopleInside]

Hi Atanas, thank you for your report. Please consider a reply can take time. Issues are solved for free when there are bugs but can take long time.

If you have urgency please consider the commercial support.

What to do now? Please give some times, chat owner is very busy. As soon as possibile you will be updated here on this topic. Thank you for using Live helper chat :-)

[PeopleInside]

I suggest to you to check Time zone settings into LHC settings. Maybe an actual time page a string with current time should be added to this page maybe user can see if their time are wrong :)

[Techsup4]

Hi,

Thanks for the suggestion ,we've just checked. Ours is correct according to the time zone we're in. Could it be possible that if a customer is in a different time ,this could lead to any error in the timing records ?

Best Regards, Atanas

[ncaeiro]

I'm also using LHC platform in my company with a few dozens of help desk Agents who are interacting daily with hundreds of technicians so i need to be able to present weekly and monthly Stat Reports about their work and with this XLS files it's impossible to get the job done. The ChatList option should work as a reporting module but unfortunatily when you download these XLS files there's a lot of stuff missing. To be able to get this information for my weekly/monthly reports i'm using MySQL to query the tables where all information i need are being stored, like:

• Chats accepted (total, by User, by Department)
• Chats rejected (total, by User, by Department)
• Average visitor waiting time (total, by User, by Department)
• Average chat duration (total, by User, by Department)
• Chats finished by visitor
• Chats finished by agents

Cheers from Lisbon. NC

[remdex]

Stats was much improved in past few version, please check. Also Elastic Search plugin is under way...