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How to report on Live Chat for Fusion Service wrap up resolution in OTBI

edited Nov 24, 2025 2:40PM in Reporting & Analytics for Fusion Service

Summary:

As part of our Live Chat for Fusion Service roll out in HR Helpdesk, we have built a suite of reports and dashboards that contain information on average wait time, average chat time etc. but we cannot find the field within any OTBI subject area which allows us to report on chat wrap up resolution. This is essential as it would allow us to monitor how many live chat queries are being resolved first time by our agents and how many are being escalated to SME teams. Does anyone know where I can pull this information?

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