Chat Reports in Fusion Service

REPORTS TO UNDERSTAND COUNT OF CHAT HANDOVER FROM BOT QUEUE

This is another important report commonly required by Fusion Service Chat customers who have implemented chatbot services such as Oracle Digital Assistant (ODA) or Fusion AI Agent as a bot.

The purpose of this report is to understand how many chat interactions were handled entirely by the bot queue and how many were transferred to a live agent.

In Oracle RightNow CX, this reporting requirement can typically be addressed by building a report using the Chat_event table.

In Fusion Service, you can create an OTBI analysis to meet this reporting requirement.