Chat in Browser UI: Report on “Not in Focus” Chat Time

In 23C, we released the “Not in Focus” for agents handling chat within the Browser UI. This timer appears within the chat header, in the chat Engagement Panel, when an agent is handling two or more active chat sessions. In 24B, Administrators can now understand how much time a chat session was not in focus for the agent. This data is available as a new JavaScript API extension. You can utilize these new data points in your custom reporting: (1) Total time a chat was "not in focus", (2) Total time chats were "not in focus" per agent, and (3) Total time chats were "not in focus" per agent for a particular amount of time (ex: yesterday or last week).

A sample report using the new “Not in Focus” Time data points for Chat

A sample report using the new “Not in Focus” Time data points for Chat

Business Benefit:

New Chat Metrics: Administrators have more data related to active chat sessions, for improved reporting on when a chat is not in focus

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • A helpful answer can be found at cx.rightnow.com by searching for "Chat 'Not in Focus' Time data"
  • This feature is a part of the 24B Quarterly release and requires an upgrade to leverage.

Access Requirements

  • Chat Administrator