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How to report on Virtual Agent topic usage by device

arobertson
Tera Guru

‎10-03-2023 01:48 AM - edited ‎10-03-2023 01:49 AM

Hi everyone.

 

I seem to be getting strange results when trying to report on topic usage by device type.

 

My report is on the sys_cs_conversation_task table where I then dot walk to sys_cs_conversation to get the device type.

 

I'm reporting on where topic = "My topic name". But for some mobile entries I cannot see it listed even though I know they have clicked on it. 

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Lynda1
Kilo Sage
In response to arobertson

‎10-10-2023 09:04 AM

Do you have this table? Table: Conversation Message [sys_cs_message]

Lynda1_0-1696953848802.png

 

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arobertson
Tera Guru
In response to Lynda1

‎10-11-2023 01:18 AM

I do, but when I query for Conversation.Device Type is not Web Client and for the topic i'm interested in, I'm only seeing 27 results even though I know its way higher.

 

It seems when you using Virtual Agent on desktop compared to mobile it records the messages in a different way.

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