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).
|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 5 months ago