When you open a chat activity in Dynamics 365, you can see a variety of details. This article explains what the fields in the Other Details and Bot Analytics sections mean.
Other Details
Let's consider the Other Details section in the chat activity. This provides details about the conversation that happened using Live Assist for Dynamics 365 (LAD365).
- Origin: This shows how the conversation was started. Possible options are:
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Web, if the visitor initiated it from a browser.
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Mobile, if the visitor initiated it from an Android or iOS app. (If a visitor starts a conversation using a browser on a mobile device the chat origin will be marked as “Web” instead)
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Bot, if the visitor was connected to a bot before a human agent;
- Is Customer Authenticated: This shows if the visitor is a recognized CRM contact or not. (A conversation can show as authenticated even if the visitor was not logged in, if the agent later linked the conversation to a CRM contact.)
- Source Page URL: This is the web page the visitor was viewing when the conversation started.
- Agent Client Type: This shows the client the agent used. Possible options are:
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Web, if the agent was using Dynamics 365 and LAD365 in the browser.
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USD, if the agent was using the Unified Service Desk.
- Chat Transfers: This is a count of the number times a conversation was transferred. This value is only added after the conversation ends.
- Co-Browse Sessions: This is a count of the number of co-browse sessions that happened during a conversation. Please note that this is the total number of co-browse sessions, not the number of agents that initiated co-browse or participated in it.
Bot Analytics
If the visitor interacted with a bot, the details will show here.
- Chatbot Name: This shows the name of the chat bot, for certain types of bots.
- Channel: This shows the channel the bot was operating in, for certain types of bots.
- Bot Escalation: If the bot escalated the conversation to a human agent, it will show here.
- Escalated On: If the bot escalated the conversation to a human agent, the time is shown here.
- Article Public Number: If the bot referred the visitor to an article, the identifier will be added here.
- Associated Knowledge Article: If the bot referred the visitor to an article, a link will be added here.
- Read by Customer: If the bot referred the visitor to an article, this will show if the customer opened the article or not.