Chat linked to Requests

[will.good]

Hi,

Don't think this is currently possible but think it would be a good idea...

Could we add a column to the requests table that would store the Chat Session ID in if the source is chat?

Use case for this would be for us to see AHT of chat sessions for each request/Service/Catalog item... E.g. for HR queries the average handle time is 00:00:00. Currently there is no way (that I am aware of) where we can link requests to the specific chat session they were raised from.

[AlexTumber]

@will.good thanks for your post.

This should already be the case. Requests raised directly from a chat have a h_source_type value of 'Chat' and a h_source_id of <chatSessionId> (e.g. CS00029)

Alex

[will.good]

2 hours ago, AlexTumber said:

@will.good thanks for your post.

This should already be the case. Requests raised directly from a chat have a h_source_type value of 'Chat' and a h_source_id of <chatSessionId> (e.g. CS00029)

Alex

Fantastic, thank you - sorry must have missed this!