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).

NameDescriptionTypeFormatSectionFilterField
Total Interactions / Total Chat Messaging InteractionsTotal number of Chat Interactions regardless of their statusnumber00“Chat Interactions & Messages” and “Agent Activity”Yesmeasure
Total Chats Open / Total Chat Messaging Interactions OpenNumber of Chat Interactions opennumber00“Chat Interactions & Messages” and “Agent Activity”Yesmeasure
Total Chats Closed / Total Chat Messaging Interactions ClosedNumber of Chat Interactions closednumber00“Chat Interactions & Messages” and “Agent Activity”Yesmeasure
AVG Chat Duration / AVG Chat Messaging Interactions DurationAverage Interaction Chat Durationavg00d 00h 00m 00s“Chat Interactions & Messages” and “Agent Activity”Yesmeasure
MAX Chat Duration / MAX Chat Messaging Interactions DurationMaximum Interaction Chat Durationmax00d 00h 00m 00s“Chat Interactions & Messages” and “Agent Activity”Yesmeasure
Total Chat MessagesTotal number of Chat Messages sent and receivednumber00Chat Interactions & MessagesYesmeasure
Chat Messages SentTotal number of Chat Messages Sentnumber00Chat Interactions & MessagesYesmeasure
Chat Messages ReceivedTotal number of Chat Messages Receivednumber00Chat Interactions & MessagesYesmeasure
StatusStatus of the Chat Interaction (Open, Closed)stringChat Interactions & Messages-dimension
Total Chat Messaging InteractionsTotal number of Chat Interactions regardless of their statusnumber00Monthly EvolutionCan be filtered by User Namemeasure
User NameName of the User (Agent, Admin, Sup)stringAgent Activity-dimension
Interaction Start AtTimestamp of the beginning of the interactiondate timeyyyy-mm-dd hh:mm:ssMonthly Evolution-dimension