Digital Engagement: Chat Channel
Interaction: The highest level component that comprises the full activity of a communication with a contact. It can include multiple contacts and each contact includes several, more granular, elements that are called segments.
Contact: A conversation can have multiple contacts, depending on the outcome of the initial contact. Examples of situations that will trigger a new contact include: Agent manually sends a conversation back to the general queue; timeout of a conversation assigned to an Agent, transfer of a conversation to another Agent. Contacts are the main reporting element for Supervisors and the one that will be used for staffing purposes (by monitoring queue SLA and queue AHT).
| Name | Description | Type | Format | Section | Filter | Field |
|---|---|---|---|---|---|---|
| Total Interactions / Total Chat Messaging Interactions | Total number of Chat Interactions regardless of their status | number | 00 | “Chat Interactions & Messages” and “Agent Activity” | Yes | measure |
| Total Chats Open / Total Chat Messaging Interactions Open | Number of Chat Interactions open | number | 00 | “Chat Interactions & Messages” and “Agent Activity” | Yes | measure |
| Total Chats Closed / Total Chat Messaging Interactions Closed | Number of Chat Interactions closed | number | 00 | “Chat Interactions & Messages” and “Agent Activity” | Yes | measure |
| AVG Chat Duration / AVG Chat Messaging Interactions Duration | Average Interaction Chat Duration | avg | 00d 00h 00m 00s | “Chat Interactions & Messages” and “Agent Activity” | Yes | measure |
| MAX Chat Duration / MAX Chat Messaging Interactions Duration | Maximum Interaction Chat Duration | max | 00d 00h 00m 00s | “Chat Interactions & Messages” and “Agent Activity” | Yes | measure |
| Total Chat Messages | Total number of Chat Messages sent and received | number | 00 | Chat Interactions & Messages | Yes | measure |
| Chat Messages Sent | Total number of Chat Messages Sent | number | 00 | Chat Interactions & Messages | Yes | measure |
| Chat Messages Received | Total number of Chat Messages Received | number | 00 | Chat Interactions & Messages | Yes | measure |
| Status | Status of the Chat Interaction (Open, Closed) | string | Chat Interactions & Messages | - | dimension | |
| Total Chat Messaging Interactions | Total number of Chat Interactions regardless of their status | number | 00 | Monthly Evolution | Can be filtered by User Name | measure |
| User Name | Name of the User (Agent, Admin, Sup) | string | Agent Activity | - | dimension | |
| Interaction Start At | Timestamp of the beginning of the interaction | date time | yyyy-mm-dd hh:mm:ss | Monthly Evolution | - | dimension |
Updated almost 2 years ago