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#1 2020-06-08 20:04:16

arlindoneto
New member
Registered: 2020-06-08
Posts: 4

Transfer Report

Hello!

I need a chats transfer report by operator.
how can I get it?

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#2 2020-06-08 20:08:17

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 3,215
Website

Re: Transfer Report

What you mean transfer report?

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#3 2020-06-08 20:22:58

arlindoneto
New member
Registered: 2020-06-08
Posts: 4

Re: Transfer Report

I need to know how many chats my operators had transferred to another department/operator. It's important to understand the behavior of my operators. I think some of them aren't doing your job correctly and they are transferring all the chats.

Last edited by arlindoneto (2020-06-08 20:42:21)

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#4 2020-06-09 04:00:39

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 3,215
Website

Re: Transfer Report

I don't have specific statistic for you case but (but if you whish you can sponsor it and I would make it big_smile )

  • Each chat has internally sender_user_id attribute which holds last operator who transferred a chat

  • Each chat also would contains message who transfered chat to whom. So you could check just few chats.

  • https://doc.livehelperchat.com/docs/cha … ring-chat/ also you can take a look here and perhaps forbid some type of transfering

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#5 2020-06-09 14:35:24

arlindoneto
New member
Registered: 2020-06-08
Posts: 4

Re: Transfer Report

Thank you very much but I think that is a huge problem...
Just computing the "sender_user_id"  it will not be enough to have the complete chat's history.
I have to count, for each operator, how many chats he has closed and transferred.
If a chat has been transferred between 3 or more departments/operators I'll not have the right operator transferred chats numbers.
See this situation:
Operator1 has accept 3 chats (chatA, chatB and ChatC). He has closed chatA and chatB and transferred ChatC to Operator2 after 5 minutes.
Operator2 has accepted directly 2 chats (chatD and chatE) and accepted a transferred chat from Operator1 (chatC). The operator2 has attended chatC and transferred it to Operator3 after 10 minutes.
Operator3 just attended the chatC and closed it after 15 minutes.
How many chats each operator has been attended?
Operator1: closed: 2; transfered :1; time-used: 5min, total:  3
Operator2: closed: 2; transfered :1; time-used: 10min, total:  3
Operator3: closed: 1; transfered :0; time-used: 15min, total:  1
chatC: Operator's number: 3, time-used: 30 min

I am a new user (just 2 months) and, by my analyzing, the system operator statistics are not fit because they don't consider the mentioned situation... sad

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#6 2020-06-09 14:41:54

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 3,215
Website

Re: Transfer Report

Because naturally no one needs these types of statistic and it's just overkill..

At the moment once transfer happens transfer record is deleted, so in your scenario we should keep these records to be able to get your stats and that's really some work to do. As I told if you really need this type of thing there is commercial support...

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#7 2020-06-09 15:15:54

arlindoneto
New member
Registered: 2020-06-08
Posts: 4

Re: Transfer Report

Ok
Thanks for help
=]

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