Area Code |
Numeric |
The are code of the customer's phone number, captured within the VisitPhone parameter or through Phone Number in pre-chat survey. |
Category |
Text |
The User Category that the Agent selects in the post-chat form. |
Chat ID |
Numeric |
Bold360-assigned unique identifier for each chat session. |
Chat Name |
Text |
The name of the customer, captured within the VisitName parameter or through Name in pre-chat survey. |
Chat URL |
URL |
Specific web address from where the chat was started. |
City |
Text |
The city of the customer based on the geographical location of the specific IP. |
Closed |
Text |
Date and time in UTC format when the customer closed the chat window. |
Comments |
Text |
Comments that the customer provided in the post-chat survey. |
Country |
Text |
The country of the customer based on the geographical location of the specific IP. |
Created |
Text |
Date and time in UTC format when the chat was created by clicking the button or invite. |
Custom URL |
Text |
The custom URL of the chat that's not the same as the URL of the website hosting the chat. This can be useful for identifying a URL or page that would normally be blocked due to internal IT rules. |
Department |
Text |
The name of the Bold360 Department that the chat was most recently assigned to. |
Due Date |
Text |
This field is no longer actively used |
Ended |
Text |
Date and time in UTC format when either the customer or agent ended the chat. |
Ended By |
Text |
The party who ended the chat session. |
Ended Reason |
Text |
Reason for why the chat was ended, which is either disconnected or closed. |
First Answered |
Text |
Date and time in UTC format when the chat was first answered. |
Flagged |
Binary |
Displays whether the chat was flagged within Bold360. |
Folder |
Text |
Name of Bold360 folder in which the chat was created. |
Initial Question |
Text |
Initial question of the customer as entered on the pre-chat form. |
IP |
Numeric |
The IP address of the customer's device connecting to Bold360. |
Knowledge |
Numeric |
Displays the level of knowledge of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled. |
Last Visitor Message Sent |
Text |
Date and time in UTC format when the customer's most recent message was received. |
Net Promoter Score |
Numeric |
Displays the Net Promoter Score (NPS) of the agent on a 1 to 10 scale as evaluated by the customer. Only available when post-chat survey is enabled. |
Operator |
Text |
The name of the most recently assigned agent. |
Operator Message Count |
Numeric |
The number of messages that agents sent. |
Overall |
Numeric |
Displays the level of overall satisfaction of the customer with the agent on a 1 to 5 scale. Only available when post-chat survey is enabled. |
Page Type |
Text |
The last page of a chat window presented to a customer:
- 0 - The "final" page type (where the chat window is closed)
- 1 - The main chat page
- 5 - The post-chat survey form
- 6 - The pre-chat survey form
- 7 - The unavailable email form
- 9 - The "browser unsupported" page
- 10 - The post-chat survey submitted notice page
- 11 - The unavailable email submitted notice page
- 12 - The "no operators" page shown when there's no available email form.
- 14 - The "chat not validated" page shown when validation fails.
|
Professionalism |
Numeric |
Displays the level of professionalism of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled. |
Region |
Text |
The state/province of the customer based on the geographical location of the specific IP. |
Responsiveness |
Numeric |
Displays the level of responsiveness of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled. |
Reverse IP |
Numeric |
The IP address of a customer's IP. Used for reverse DNS lookup. |
Started |
Text |
Date and time in UT format when a chat was started from the chat queue. |
Status |
Text |
Status of the customer as selected by Agent in the post-chat form. |
Unresponded Message Count |
Numeric |
Number of customer-sent messages received since the last agent message. |
Visit Email |
Text |
The email address of the customer, captured within the VisitEmail parameter or through Email in the pre-chat survey |
Visit ID |
Numeric |
Bold360-assigned unique identifier for each site visit. |
Visit Info |
Text |
Free-form parameter for passing in additional details of a customer into Bold360 visitor monitoring code. |
Visit Phone |
Numeric |
The phone number of the customer, captured within the VisitPhone parameter or through Phone in the pre-chat survey. |
Visit Ref |
Text |
Free-form parameter for passing in uniquely identifying details of a customer into Bold360 visitor monitoring code. |
Visitor ID |
Numeric |
Bold360-assigned unique identifier for visitor. |
Visitor Message Count |
Numeric |
The number of messages that the customer sent. |