Digital Engagement: Default Dashboard

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 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.