BoldChat by LogMeIn - Help Center

Reports

You can generate reports based on predefined report templates. Some reports are available only with Premier or Enterprise.

Except where noted, reports are available for all editions using both the Web Reports site and the desktop Operator Client. We encourage you to use Web Reports due its powerful sorting and filtering options.

Tip: The desktop Operator Client exports data in CSV format. To ensure CSV compatibility, set your region under Setup > General Account Settings > Region before exporting.
Note: All Email reports and most Chat reports offer up to four Department filters:
  • Department (Operator membership) – Show chats/emails assigned to an operator who belongs to this department
  • Department (First assignment) – Show chats/emails that were assigned to this department before any other
  • Department (Last assignment) – Show chats/emails that have this department as their most recent assignment
  • Department (Any assignment) – Show chats/emails that were assigned to this department at any time
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific operator. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an operator.
      • When ACD is on and a chat is assigned to an offline department but not to an operator. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.)