All Metadata Values Available in Chime V5

Guest Variables

Variable Name Description Example Values
Guest.AadObjectId Guest user's Active Directory/Entra User Object ID e6a2b68c-2cdf-4b83-abea-f29f710aea0c
Guest.ChannelId Channel Guest is coming in on (directline or msteams) msteams
Guest.Email Email of the Guest bsmith@example.com
Guest.GivenName First/Given name of the Guest Bob
Guest.Id Chime ID of the Guest dl_bsmith@00000000-0000-0000-0000-000000000000
Guest.IsNew True or False for if this is the first time the Guest is using Chime true
Guest.Locale Location and Language settings of the Guest en-US
Guest.Name Full name of the Guest Bob Smith
Guest.Question Question of the Guest Hi I need to reset my email password
Guest.Surname Last/Surname of the Guest Smith
Guest.TenantId Tenant ID for the organization of the Guest
Guest.TenantName Tenant name that the Guest is coming into Example Inc
Guest.UserPrincipleName Active Directory/Entra UPN of the Guest (username and domain in an email address format) bsmith@example.com
Guest.Country Country of the Guest US
Guest.Timezone Timezone of the Guest America/New_York
Guest.Platform Operating system/platform the Guest is using Windows

Session Variables

Variable Name Description Example Values
Session.EndedUtc Date and time that the chat session ended in UTC timezone 01/04/2024 17:42:47
Session.ChatID Directline Chat ID for the current session 8bVNRWxnMRvFBiUj7VhFAB-us
Session.State State name that the chat session is in Completed
Session.Status.IsResolved State chat session resolution status True
Session.Status.ResolutionNotes Notes with details about chat session resolution This session has been resolved
Session.Status.ResolvedByAgentId Agent Id for agent that resolved the chat session 47ab169g1vp5hzm09914stk55g
Session.Status.ResolvedByAgentName Agent name for agent that resolved the chat session Jim Jones
Session.Status.ResolvedByType Role type of user that resolved the chat session Agent/Manager/Admin
Session.AI.SubmittedFeedback Boolean for if the Guest submitted AI chat feedback card true
Session.AI.Review Review option selected for the Guest's experience with the AI chat on the feedback card (Good/Bad) Good
Session.AI.Comment Comment that a Guest can leave on the AI chat feedback card I was able to find documents on the issue I had and fix it
Session.WasConnectedWithAgent Boolean for if the Guest was connected to an Agent in the chat session true
Session.Deflected Boolean for if the chat session was deflected True
Session.DeflectedBy Describes which Pipeline Item the chat was at when it deflected FAQ Lookup
Session.SessionId Chime's internal Session ID for the chat session 3b810491-a2d3-4a2a-95e9-fc75e7107819
Session.StartedUtc Date and time that the chat session started in UTC timezone 05/27/2022 133429
Session.ReferrerUrl If the chat was started from webclient, this is the URL of the page it came from https://example.com/
Session.EntryPoint Method the Guest used to start the chat session, Teams or Webclient Webclient
Session.CurrentPipelineStage.Name Name of the Pipeline Item that the chat session is on currently connectToAgent
Session.CurrentPipelineStage.Type Type of Pipeline Item that the chat session is on ConnectedToAgentState
Session.PipelinePath List of JSON objects that cover each Pipeline Item the chat has routed through [ { "ToState": "welcomeMessage", "ToStateType": "SendCardState", "FromState": "StartChat", "Timestamp": "2024-01-04T18:18:11.3745466+00:00" }, { "ToState": "connectToAgent", "ToStateType": "ConnectedToAgentState", "FromState": "welcomeMessage", "FromStateType": "SendCardState", "Timestamp": "2024-01-04T18:19:11.3745508+00:00" }]
Session.SkillTags Comma seperated list of any Skill Tags that are linked to the chat session Office365, Email
Session.SkillTagList List format of any Skill Tags that are linked to the chat session [ "Office365", "Email" ]
Session.PickChatUrl URL the Agent can use to pick/accept the chat session https://app.imchime.com/Example/Session/00000000-0000-0000-0000-000000000000?connectToSession=true
Session.IsConnectedToAgent Dynamic boolean for if the Guest is connected with one or more Agents true
Session.IsWaiting Dynamic boolean for if the Guest is currently in the "Conect to Agent" Pipeline Item and waiting for an Agent to accept their chat session false
Session.StartedWaitingAt Date and time the chat session went into the Waiting state (Guest is routing to an Agent) 2024-01-04T18:20:05.1769764+0000
Session.ConnectedToAgentAt Date and time the chat session went into the Connected state (Agent picked up Guest's chat) 2024-01-04T18:20:11.3769773+0000
Session.WaitTime The current ammount of time the chat session has been in the Waiting state (JSON object) { "String": "0:00:06.2", "Seconds": 6, "Minutes": 0, "TotalSeconds": 6.2, "TotalMinutes": 0.10333333333333333 }
Session.WaitTime.String Wait time as a string 0:00:06.2
Session.WaitTime.Seconds Number of seconds the chat has been waiting (not total seconds) 6
Session.WaitTime.Minutes Number of minutes the chat has been waiting 0
Session.WaitTime.TotalSeconds Total number(decimal) of seconds the chat session has been waiting 6.2
Session.WaitTime.TotalMinutes Total number(decimal) of minutes the chat session has been waiting 0.10333333333333333
Session.ConnectedTime The current ammount of time the chat session has been connected to an Agent (JSON object) { "String": "0:03:42", "Seconds": 42, "Minutes": 3, "TotalSeconds": 222, "TotalMinutes": 3.7 }
Session.ConnectedTime.String Connected time as a string 0:03:42
Session.ConnectedTime.Seconds Number of seconds the chat has been connected (not total seconds) 42
Session.ConnectedTime.Minutes Number of minuntes the chat has been connected 3
Session.ConnectedTime.TotalSeconds Total number(decimal) of seconds the chat session has been connected 222
Session.ConnectedTime.TotalMinutes Total number(decimal) of minutes the chat session has been connected 3.7
Session.AverageWaitTime The average wait time of all sessions over the last 24 hours [Total wait time / number of sessions] (JSON object) { "String": "0:01:11", "Seconds": 11, "Minutes": 1, "TotalSeconds": 71, "TotalMinutes": 1.1833333333333333 }
Session.AverageWaitTime.String Average wait time as a string 0:01:11
Session.AverageWaitTime.Seconds Number of seconds for the chats average wait time (not total seconds) 11
Session.AverageWaitTime.Minutes Number of minutes for the chats average wait time 1
Session.AverageWaitTime.TotalSeconds Total number(decimal) of seconds for the chats average wait time 71
Session.AverageWaitTime.TotalMinutes Total number(decimal) of minutes for the chats average wait time 1.1833333333333333
Session.AverageWaitTimeLastHour The average wait time of all sessions over the last hour [Total wait time / number of sessions] (JSON object) { "String": "0:01:14", "Seconds": 14, "Minutes": 1, "TotalSeconds": 74, "TotalMinutes": 1.2333333333333334 }
Session.AverageWaitTimeLastHour.String Average wait time from the last hour as a string 0:01:14
Session.AverageWaitTimeLastHour.Seconds Number of seconds for the chats average wait time from the last hour (not total seconds) 14
Session.AverageWaitTimeLastHour.Minutes Number of minutes for the chats average wait time from the last hour 1
Session.AverageWaitTimeLastHour.TotalSeconds Total number(decimal) of seconds for the chats average wait time from the last hour 74
Session.AverageWaitTimeLastHour.TotalMinutes Total number(decimal) of minutes for the chats average wait time from the last hour 1.2333333333333334
Session.ExpectedWaitTime How much longer the Guest is expected to wait [AverageWaitTime - WaitTime] (JSON object) { "String": "0:01:04.8", "Seconds": 4, "Minutes": 1, "TotalSeconds": 64.8, "TotalMinutes": 1.08 }
Session.ExpectedWaitTime.String Expected wait time as a string 0:01:04.8
Session.ExpectedWaitTime.Seconds Number of seconds the chat is expected to wait (not total seconds) 4
Session.ExpectedWaitTime.Minutes Number of minutes the chat is expected to wait 1
Session.ExpectedWaitTime.TotalSeconds Total number(decimal) of seconds the chat is expected to wait 64.8
Session.ExpectedWaitTime.TotalMinutes Total number(decimal) of minuntes the chat is expected to wait 1.08
Session.ExpectedWaitTimeLastHour How much longer the Guest is expected to wait [AverageWaitTimeLastHour - WaitTime] (JSON object) { "String": "0:01:07.8", "Seconds": 7, "Minutes": 1, "TotalSeconds": 67.8, "TotalMinutes": 1.13 }
Session.ExpectedWaitTimeLastHour.String Expected wait time from the last hour as a string 0:01:07.8
Session.ExpectedWaitTimeLastHour.Seconds Number of seconds the chat is expected to wait from the last hour (not total seconds) 7
Session.ExpectedWaitTimeLastHour.Minutes Number of minutes the chat is expected to wait from the last hour 1
Session.ExpectedWaitTimeLastHour.TotalSeconds Total number(decimal) of seconds the chat is expected to wait from the last hour 67.8
Session.ExpectedWaitTimeLastHour.TotalMinutes Total number(decimal) of minuntes the chat is expected to wait from the last hour 1.13
Session.WaitMessageCount Number of wait messages that have been sent to the Guest while looking for an Agent 2
Session.ConnectedAgents List of JSON objects for the Agents that connected to the chat session [ { "Name": "Jim Jones", "FirstName": "Jim", "LastName": "Jones", "Email": "jjones@example.com", "Connected": "05/27/2022 13:34:56", "ID": "47ab169g1vp5hzm09914stk55g", "ProfileImageUrl": "https://app.imchime.com/Example/media/media/_branding/default_profile.jpg"},{ "Name": "Carol Johnson", "FirstName": "Carol", "LastName": "Johnson", "Email": "cjohnson@example.com", "Connected": "05/27/2022 13:37:56", "ID": "47ab169g1vp5hzm09914stk44g", "ProfileImageUrl": "https://app.imchime.com/Example/media/media/_branding/default_profile.jpg"} ]
Session.NumberOfConnectedAgents The number of Agents currently connected to the chat session 2
Session.AvailableAgentCount The number of Agents who are currently online and able to accept the chat session 3
Session.WaitingGuestCount The number of Guests who are currently waiting for an Agent to accept their chat session 4
Session.PositionInQueue The position in queue that the current chat session is in (how many Guests will get connected to an Agent before this Guests chat session) 1

Agent Variables

Variable Name Description Example Values
Agent.Name Full name of the current Agent Jim Jones
Agent.FirstName First name/Given name of the current Agent Jim
Agent.LastName Last name/Surname of the current Agent Jones
Agent.Email Email of the current Agent jjones@example.com
Agent.ProfileImageUrl Media library URL location of the Agent's profile image /media/_branding/default_profile.jpg
Agent.Connected Date and time that the Agent connected to the Guest's chat session 05/27/2022 13:34:56
Agent.ID Agent ID for the current Agent 47ab169g1vp5hzm09914stk55g

Sender Variables

Variable Name Description Example Values
Sender.Name Full name of the current Agent Jim Jones
Sender.FirstName First name/Given name of the current message sender Jim
Sender.LastName Last name/Surname of the current message sender Jones
Sender.Email email of the current message sender jjones@example.com
Sender.ProfileImageUrl Media library URL location of the message sender's profile image /media/_branding/default_profile.jpg
Sender.Locale Locale of the current message sender en-US

Routing Variables

Variable Name Description Example Values
Routing.AgentList.Name Name of the agent list Service Desk
Routing.AgentList.Id ContentItemId of the agent list 4m49qcqycbygv3m88g80r7aw51
Routing.AgentList.Type Type of the agent list => [All, Tagged, Selected] Selected
Routing.Mode Which routing mode is configured for the agent list RoundRobin

Chatbot Variables

Variable Name Description Example Values
Chatbot.ConnectedAt Date and time when the AI chatbot connected with the guest 2024-01-17T09:37:11.3745267Z
Chatbot.DisconnectedAt Date and time when the AI chatbot disconnected from the guest 2024-01-17T16:41:53.3578965Z
Chatbot.Escalated True or false if the chat was escalated to a live agent false
Chatbot.Deflected True of false if the chat was deflected by the chatbot true

AI Summary Metrics

Variable Name Description Example Values
AI.Summary.Title AI generated title summarizing the chat session Installation and configuration of AI-Enabled Help Desk Instant Chiume V5
AI.Summary.Issue AI generated summary of the initial issue the guest comes in with The customer wants to know how to install the AI-enabled help desk, Chime V5.
AI.Summary.Resolution AI generated summary of how the chat was resolved between the Agent and Guest The agent informed the customer that they can install the application from the Microsoft Teams App Store and configure the tenant. No custom Azure resources are required as all necessary resources are included in the deployment. The customer successfully installed the application.
AI.Summary.Narrative AI generated summary of the main important points covered in the chat session The transcript is about how to install the AI-enabled help desk, Chime V5, from the Microsoft Teams App Store. It explains that the tenant can be configured with a unique database instance, tenant URL, and tenant administrator, and that no custom Azure resources are required. The Web Visitor successfully installed the software.

Outages

Variable Name Description Example Values
Session.OutageId Content ID of the Outage the guest selected 43mbkc86gc1vjtvt6427cd0jw9
Session.OutageTitle Title of the Outage the guest selected Email services down from 5:30 to 7:15 for maintenance
Session.SubscribeToOutage Did the guest subscribe to receive update notifications about the outage? true

Ticketing

Variable Name Description Example Values
Ticket.Id (GUID) ID of the ticket created efed3b82-6d83-46fd-b80e-1da34d9a90ff
Ticket.Number Ticket number created in the ticketing system 0938479538
Ticket.CreatedByChime Was the ticket created by Chime? (true or false) true
Ticket.URL URL of the ticket https://ticketingsystem.com/tickets/0938479538
Ticket.ITSM Name of the ticketing paltform the ticket is on (JIRA, SERVICE-NOW, SOLARWINDS, CHERWELL)

System Variables

Variable Name Description Example Values
System.CurrentTimeUTC Current date and time in UTC time zone 2024-01-04T18:20:11.3745267Z
System.CurrentTime Current time in local time zone 14:20:11+0000
System.CurrentDate Current date in your local time zone 2024-01-04
System.CurrentDateTime Current date and time in your local time zone DATE(2024-01-04) TIME(14:20:11+0000)
System.BaseUrl Base URl of your Chime V5 tenant https://app.imchime.com/Example
System.Tenant Name of your Chime V5 tenant Example
System.PipelineName Name of the Pipeline you are routing in Self Service Pipeline
System.MediaUrl URL of your tenant's Media Library https://app.imchime.com/Example/media/
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