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| Field | Definition |
|---|---|
| Abandoned After | The amount of time in seconds before the unanswered chat request was disconnected |
| Account Name | The name of the account associated with the transcript |
| Agent Average Response Time | The average time that it took an agent to respond to a chat visitor’s message |
| Agent Maximum Response Time | The maximum time it took an agent to respond to a chat visitor’s message |
| Agent Message Count | The number of messages an agent sent during the chat |
| Agent Skill | The skill associated with the live chat button used to initiate the chat |
| Body | The transcribed chat between an agent and a visitor |
| Browser | The type and version of the browser used by the visitor |
| Browser Language | The visitor's browser language selection |
| Case | The case associated with the chat |
| Chat Button | The chat button that the visitor clicked to initiate the chat |
| Chat Duration | The total duration of the chat in seconds |
| Contact Name |
The name of the contact that participated in the chat Note that contacts and visitors are not the same. See Live Chat Visitor for more information. |
| Created By | The user who created the transcript, including creation date and time (Read only) |
| Created Date | The date and time the transcript was created (Read only) |
| Deployment | The deployment from which the visitor initiated the chat |
| End Time | The time the chat ended |
| Ended By | Indicates whether the visitor or the agent ended the chat |
| Last Modified By | The user who last modified the transcript, including date and time (Read only) |
| Last Modified Date | The date and time the transcript was last modified (Read only) |
| Lead | The name of the lead that was generated by the chat or discussed during the chat |
| Live Chat Transcript |
Unique, numerical identifier automatically assigned to the transcript. Administrators can modify the format and numbering for this field. Transcript numbers usually increase sequentially, but sometimes they can skip numbers in a sequence. |
| Live Chat Visitor |
Unique, numerical identifier automatically assigned to the visitor. Administrators can modify the format and numbering for this field. Visitor numbers usually increase sequentially, but sometimes they can skip numbers in a sequence. Note that visitors and contacts are different: a visitor might be a contact, but this is not a requirement, and there is no relationship between contacts and visitors. |
| Location | The visitor's geographic location. Either the city and state, or city and country (if the visitor is located outside of the United States). |
| Network | The visitor's network or Internet Service Provider. |
| Owner |
The name of the transcript owner. By default, the owner is the user who originally created the transcript (for example, the agent who answered the chat). You can select a different user as the owner, or assign the transcript to a queue. When assigning transcripts to other users, make sure those users have the “Read” permission on live chat transcripts. |
| Platform | The user's operating system |
| Primary Skill | Primary Skill is not used for chat and can be empty. |
| Referring Site |
Site the visitor was on before they came to your website. For example, if the visitor used Google to search for your support organization’s website, the referring site is Google. |
| Request Time | The time that the visitor initially requested the chat |
| Screen Resolution | The screen resolution used by the visitor |
| Start Time | The time that the agent answered the chat request |
| Status | Completed or Missed. A missed chat was requested but not answered |
| Supervisor Transcript Body | Contains the whisper messages from supervisors |
| User Agent | A string that identifies the type of browser and operating system the visitor used |
| Visitor Average Response Time | The average time that it took a visitor to respond to an agent comment |
| Visitor Maximum Response Time | The maximum time it took a customer to respond to an agent’s message |
| Visitor IP Address | The IP address of the computer that the visitor used during the chat |
| Visitor Message Count | The number of messages a visitor sent during the chat |
| Wait Time | The total amount of time a chat request was waiting to be accepted by an agent |