What event types are available in Bold360?
Event types are the most granular actions and occurrences detected on Bold360?s touchpoints.
Events are log entries of a user or system event that relate to the user experience. When you drill down in the Business Insights dashboards, you will see all the relevant engagements with their event types.
Bold360 AI event types
The following list provides information about event types that occur in Bold360 AI.
- Answer link clicked
- The user clicked a link in the body of the response to go to a linked Bold360 AI article.
- Article collapsed
- The user collapsed a response after viewing it.
- Article expanded
- When the search returned several results, the user expanded one of the options.
- Autocomplete suggestion selected
- The user selected an autocomplete option as they were typing their inquiry.
- Channeled
- The user requested to have their inquiry be handled by another channel, like phone or e-mail.
- Feedback sent
- The user provided positive or negative feedback.
- Option selected
- The user selected an option presented by the system, for example, a button that was part of a conversation or one response out of a few possible ones in a conversation interface.
- Search
- The user provided input on their need either by typing an inquiry or selecting from a list of predefined options, for example, in a support center or an FAQ list.
Bold360 Agent event types
The following list provides information about event types that occur in Bold360 Agent.
- App chat created
- The visitor clicked on the Chat button on an asynchronous channel.
- App chat message closed after the timeout
- The chat was closed after timeout on an asynchronous channel.
- App chat message ended by agent
- The chat with a live agent ended on an asynchronous channel.
- App chat message has been escalated to an agent
- The chat session was escalated to Bold side, directly to Automatic Chat Distribution (ACD) on an asynchronous channel.
- App chat message received
- The asynchronous text message between the user and the agent. The sender is indicated by the <<field>>.
- App chat messages has been assigned to an agent
- Asynchronous messaging chat was assigned to an agent by ACD event.
- App chat started
- Asynchronous messaging chat started.
- Chat assigned by ACD
- User was assigned to an agent by ACD.
- Chat assigned to agent
- The user's chat was assigned to an agent, for example when ACD isn't turned on.
- Chat button clicked
- When the visitor clicked on the Chat button regardless of whether the button is available, unavailable or blocked.
- Chat disconnected
- The chat was disconnected.
- Chat ended
- The chat with a live agent ended.
- Chat escalated
- The chat session was escalated to an agent directly to ACD.
- Chat message
- Text message between the user and the agent. The sender is indicated by the <<field>>.
- Chat queued
- The user's request to speak with an agent was placed in the relevant queue.
- Chat window closed
- The user closed the Bold360 window.
- Co-browse accepted
- The user accepted the invite to co-browse.
- Co-browse ended
- The co-browse session ended.
- Co-browse request
- The agent sent a co-browse request.
- Co-browse started
- The user started to share their screen with the agent through a co-browse session.
- Conversion
- Specific chats can relate to actual sales or other milestones, such as new account created or page viewed. These events are tracked as conversions.
- File downloaded
- A file was downloaded to the user's device.
- File sent
- The agent sent a file to the user.
- Pin invitation accepted
- The visitor accepted the manual invitation.
- Proactive invite accepted
- The user accepted the not only proactive invitation.
- Proactive invite declined
- The user actively declined the not only proactive invitation.
- Proactive invite ignored
- The user ignored the event. It can be set up for any timeout.
- Proactive invite sent
- The user was identified as part of a target audience to be approached proactively. An invitation to engage was presented to this user.
- Remote-control accepted
- The visitor accepted the remote control request.
- Remote-control ended
- The remote control session ended.
- Remote-control request
- The agent started a remote control session.
- Remote-control started
- A remote control session started.