In order to tune Live Chat to provide the best service, you need to monitor data like number of chats waiting per chat queue and average wait time per chat request.
In SmartCloud Control Desk 7.5.1 there are no out-of-the-box reports or start center graphs for Live Chat, but all the data that is needed is stored in the database and start center portlets and reports can be written and customized to get the data needed.
This blog entry will describe the high-level steps needed to create a Live Chat manager start center with portlets that display useful Live Chat data. Detailed steps can be found in the WIKI.
The Live Chat functions use two main database tables: pmtcolivechat for current waiting and in progress chat data and pmtcolivechatstats to store completed chat data. The table pmtcolivechatstats needs to be pruned and managed accordingly in order to avoid unbounded growth.
Each row in the pmtcolivechat table is a waiting or in-progress chat. Each row contains information like who requested the chat, at what time the chat was requested, the Service Request the chat is about, which chat queue the chat request got routed to, status of the chat (either WAITING or CHATTING), and if the chat is in progress -- the chat agent who accepted the chat request and at what time the chat request got accepted.
After each chat request is completed, the data about the chat is moved to the pmtcolivechatstats database table. In addition to the data contained in the pmtcolivechat table, each row in this table contains:
- information on how the chat ended and to make it easier to retrieve data,
- the already calculated total time (in seconds) the user waited before an agent accepted their chat request and
- the total time (also in seconds) the chat lasted.
Another piece of information each row contains is the number of chats each agent had at the time the chat ended. This is a way of tracking the number of simultaneous chats an agent has at a given time.
Now that you know the internal database structure of the Live Chat data you can be dangerous.
Before you can create portlets with data in the Start Center using the Live Chat database tables, an application needs to be created using each of the database tables mentioned above using the Application Designer application.
Once the applications are created and the corresponding sigoptions are granted, you can create queries in the applications and then add those queries to portlets in Start Centers.