Digital Engagement: Digital Contacts

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).

NameDescriptionTypeFormatSectionFilter
Contact IDUnique identifier for ContactsstringMessaging ContactsYes
Interaction IDUnique identifier for InteractionsstringMessaging ContactsYes
Interaction Started AtTimestamp of the beginning of the interactiondate timeyyyy-mm-dd hh:mm:ssMessaging ContactsYes
Interaction Finished AtTimestamp of the end of the interactiondate timeyyyy-mm-dd hh:mm:ssMessaging ContactsYes
Interaction DurationDuration between the Interaction Started and Finishednumber00d 00h 00m 00sMessaging ContactsYes
Contact Started AtTimestamp of the beginning of the contactdate timeyyyy-mm-dd hh:mm:ssMessaging ContactsYes
Contact Finished AtTimestamp of the end of the contactdate timeyyyy-mm-dd hh:mm:ssMessaging ContactsYes
Contact DurationDuration between the Contact Started and FinishednumberMessaging ContactsYes
Channel TypeChannel for this contact *stringMessaging ContactsYes
DirectionIf the interaction is inbound or outboundstringMessaging ContactsYes
Contact Person Channel IdentifierContact person value of contact (+351 12345678, [email protected], etc.). In case of chat, it will be the URL of the visitor when he started the conversationstringMessaging ContactsYes
Touchpoint IdentifierAgent value of contact (+351 12345678, www.talkdesk.com, [email protected], etc.). For chat, it will show the domain or domain friendly name of the websitestringMessaging ContactsYes
Interaction StatusStatus of the Interaction (Open, Closed)stringMessaging ContactsYes
Contact Person IDContact Person NamestringMessaging ContactsYes
Contact Person NameName of the Contact PersonstringMessaging ContactsYes
Contact Finished ReasonReason for the Contact to finish (Manually Closed, Manually Sent to Queue, Timed Out to Queue, etc.)stringMessaging ContactsYes
User IDID of the User (Agent, Admin, Sup)stringMessaging ContactsYes
User NameName of the User (Agent, Admin, Sup)stringMessaging ContactsYes
ConversationsNotes that Agents take during the conversation and wrap-up phasestringMessaging ContactsYes
NotesThe disposition the Agent chose during the conversation or wrap-up phasestringMessaging ContactsYes
Contact Assigned AtTimestamp of the assignment of the contactstringMessaging ContactsYes
Is Virtual AgentIdentifies whether the contact was handled by a virtual agent or notbooleanYes/NoMessaging ContactsYes
Virtual Agent IDID of the Virtual AgentstringMessaging ContactsYes
Virtual Agent NameName of the Virtual AgentstringMessaging ContactsYes

*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.