• Douglas Henrique

    Thanks for the response Jess Campbell!
    I will respond by topics:

    1 - Survey response rates can vary widely, based on survey length, log in requirements, mandatory fields and questions, etc.

    Yeah, I'm aware of that. Our survey is a simple matrix to evaluate the chat with scores going from 1 to 10.

    2 - What are your response rates for other surveys?

    We got only one more survey; one we use to evaluate the reason the customer left the chat queue. This survey also has only one short list of reasons for the customer to choose from. This survey rate also seems low.

    3 - Make sure your chat survey rule is set to pop up the survey 100% of the time.

    The rule is set to show 100% percent of the time on both surveys.

    4 - Also note that if the customers click on the disconnect button, the survey will pop. If they click on the close x in the very top right corner, the survey will not pop.

    I'm also aware of that. :) My initial question, by the way, is to actually help me to have a better visualization of the number of people who clicked the disconnect button and the actual number of surveys that were showed after chat.

    The ideal setting was to have a report on the number of times a rule were successfully fired. But since this functionality is still on the Ideas Lab I was wondering if there was another way to have this information.

    Currently we have a rate of 10% of the chats with a survey session attached and we don't know if this number is a coherent one.

  • Douglas Henrique

    Yeah, I already use another approach to tackle this issue. I was just wondering if there was a direct way to do that. Hehehe

  • Douglas Henrique
    Colby Ross said:

    If you create a date group variable then you will be able to accomplish. Here is a brief example:

    Variable: $date_group 

    Filter: chats.requested between -5 Days Rounded to 0 Days Rounded


    1. Assigned Account: chats.acct_id

    2. Date of Chat Request: date_group(chats.requested, $date_group)

    3. Chats: count(chats.chat_id)

    This will give you the following result if you roll-up by assigned account


    I attached the report definition for you also.

    View original

    Thanks! We will use it as a base for our second report on the dashboard. :)

  • Douglas Henrique
    Gursimran Singh Saini said:

    For your report to work, you need to remove Chat Message and Message Date/Time columns. They are messing up count(chats.chat_id)

    Try with these columns only:

    View original

    Yeah, for some reason the Chat Message and Date column seems to make the values all messed up. But we need those fields (Chat Message and Date), so we will need to separate those calculations on another report and put all of them on a Dashboard. =/
    Thanks anyway! :D

  • Douglas Henrique
    Justin said:

    if you are using a date field in your report, you may need to group them using date_group(expr, format)

    View original

    I'm not grouping by date. Only for Chat ID and Client.

  • Douglas Henrique
    Gursimran Singh Saini said:

    Images are missing.

    View original

    Thanks! Fixed. :)

  • Douglas Henrique

    Thanks for the answer Barrilito!

    I've already tried to debug the "normal" chat way and the FormSubmit but I couldn't find what information they expect in each parameter; that's why I said I didn't know which value I should put on them when I was trying to pass them through. =/
    But I was managed to solve this issue with a different approach! And still using the chat_launch page and all of it's validations. :) Here's how I did it:

    The external page will deal with the required fields and if we get all the information we need then we go to the chat_launch page but the entire interface is hidden (we use a URL variable to control if we need to show or hide the interface) and we click automatically on the ChatLaunchButton widget button (which exists but is hidden) through a java script function:




    This function looks for a Button on the document with a ID starting with "rn_ChatLaunchButton" and click it. As the final part of the ID of the button changes dynamically this will cover any case and the function will always find it.

    The chat_launch page is loaded but just for a second and as a blank page; and then the click makes the transition to the chat_landing page seamlessly. From the user perspective it looks like a direct transition from the external page to the chat_landing page.

    If we didn't get all the fields we need; then we go through the usual POST transition to the chat_launch page (with the normal interface), where all the current information we got from the POST is filled and the user can complete the required fields before starting the chat (clicking on the Chat Launch Button).

    About the chat availability: this validation is done even before the interface is formed (hidden or not) and if the chat availability is false the interface shows only the ChatStatus and ChatHours widgets; so there is no problem with this aspect too. :)

  • Douglas Henrique

    Coming back for the update.
    Kristine, it seems that your suggestion worked! We also used a routing based in profile (changed the way the profiles get each queue) in conjunction with your suggestion. Thanks again. :)

  • Douglas Henrique

    Thanks Kristine. We will try it in our project next month and comeback with the results. :)

  • Douglas Henrique
    Satish Iyer said:

    Hello Douglas,

    The data dictionary shows the near-physical schema of the database. All not tables shown are exposed for reporting.  Also, message bases are under msgbase table I think , but again not all its related tables are exposed for reporting.

    View original

    Hello Satish!

    Thanks for the answer, but I already knew this table (msgbase) and, unfortunately, it is a table that has the current databases in your environment and the languages of them; not the actual messages.




  • Douglas Henrique

    Sachin, could you please post a sample code from your "http get" implementation using the conditional chat on this case?

    I'm trying to implement something like that on a client but I can't find an exemple code of how to pass other information to the chat launch page through the conditional chat widget.


    Thanks in advance. :)

  • Douglas Henrique
    I have found the issue: the Append Response Template to Response Field was not set properly. Here it only worked if I set it with the chat transcription option, not the Standard Text template.
    It's good to note that you MUST append a thread for the email rule to work properly; only setting it to send an Email Response to Sender is not enough (that was my first mistake). :)
  • Douglas Henrique

    Hi Tejaswini.

    The chat and the Incidents are all configured properly; all the other business rules for Chats or Incidents we have in our system work with no issue. The problem seems to be with this case specifically.

    But thanks anyway.


    Best regards.

  • Douglas Henrique

    I'm having problems to make this approach work. The e-mail is not firing.

    I created a business rule just like Kurt suggested but it's not working.


    Here's how my business rule is set:


    State: Start (Initial State)

    Rule: Send chat transcription


    Incident.Origin = CX Console > Live Chat



    Send Email Response to Sender ("Include question" and "Include incident details" checked)


    Is there something missing?

  • Douglas Henrique
    Thanks for the help! I tested all the suggestions and here are the results:
    Rajan Davis:
    First suggestion - It worked flawlessly! The code is clean and you don't have to change the CSS file.
    The only downside of this strategy is the inline styling; I was reticent in using that from the start as it might cause problems down the road when the site CSS would be modified for any reason.
    Second suggestion - It didn't work for me. =/ When I set the variable <? $page_content = '<rn:page_content/>'; ?> the page breaks. It seems that the page parser can't understand it or it gets confused when a string is also a RN reserved word.
    This also worked flawlessly! The only "downside" is that you also have to modify the CSS, but I think that's the most elegant and correct way to do that; because the styling are all defined at the CSS and maintenance is more robust.
    Anuj Behl:
    The suggestion is very similar to Barrilito and also works. But stay in mind that this solution also uses inline styling. :)
    Thanks again!