All Metadata Values Available in Chime
Jan 17
Written by Patrick Madden
View The Latest Set Of Metadata Variables
This will cover all available metadata variables that are usable for reporting, adaptive cards, standard replies, and outages.
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 | Boolean for if the chat session was resolved or not | True |
| Session.Status.ResolutionNotes | Can be used to provide notes about the chat resolution by the pipeline or by Agents after the chat ended | Guest was able to use ChatGPT assist to answer their questions and resolve this chat |
| Session.Status.ResolvedByAgentId | Agent Id for agent that resolved the chat session | 47ab169g1vp5hzm09914stk55g |
| Session.Status.ResolvedByAgentName | Lists out the name/names of Agents that were in the chat when it was resolved | John Doe, Jane Doe |
| Session.Status.ResolvedByType | Describes which Pipeline Item the chat was at when it was resolved | Agent, ChatGPT, AI Assist |
| 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 platform the ticket is on | (JIRA, SERVICE-NOW, SOLARWINDS, JIRA or 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/ |
Patrick Madden
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