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 number of Interactions regardless of their status||number||00||“Interactions & Messages Overview”||Yes||measure|
|Total Messages||Total number of Messages sent and received||number||00||“Interactions & Messages Overview”||Yes||measure|
|Channel Type||Channel for this contact *||string||“Interactions & Messages Overview”||-||dimension|
|Total Interactions Open||Number of Interactions open||number||00||“Interactions by Status”||Yes||measure|
|Total Interactions Closed||Number of Interactions closed||number||00||“Interactions by Status”||Yes||measure|
|Status||Status of the Interaction (Open, Closed)||string||“Interactions by Status”||-||dimension|
|Total Inbound Interactions||Number of Inbound Interactions||number||00||“Interactions by Direction”||Yes||measure|
|Total Outbound Interactions||Number of Outbound Interactions||number||00||“Interactions by Direction”||Yes||measure|
|Direction||If the interaction is inbound or outbound||string||“Interactions by Direction”||-||dimension|
|Interaction Start At||Timestamp of the beginning of the interaction||date time||yyyy-mm-dd hh:mm:ss||“Interactions & Messages Overview” and “Interactions by Status”||-||dimension|
*Note: If you are using Talkdesk Chat and/or Talkdesk SMS product, the "Channel Type" can also be SMS or CHAT. When doing specific visualizations for Email, always filter the "Channel Type" to be equal to EMAIL. For Social Messaging channels, consider “WHATSAPP“ and “FACEBOOK_MESSENGER“ as possible filters.
Updated 17 days ago