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).

Name	Description	Type	Format	Section	Filter
Channel Type	Channel for this contact *	string		Messaging Contacts	Yes
Contact ID	Unique identifier for Contacts	string		Messaging Contacts	Yes
Contact Started At	Timestamp of the beginning of the contact	date time	yyyy-mm-dd hh:mm:ss	Messaging Contacts	Yes
Contact Assigned At	Timestamp of the assignment of the contact	string		Messaging Contacts	Yes
Contact Finished At	Timestamp of the end of the contact	date time	yyyy-mm-dd hh:mm:ss	Messaging Contacts	Yes
Direction	If the interaction is inbound or outbound	string		Messaging Contacts	Yes
Contact Duration	Duration between the Contact Started and Finished	number		Messaging Contacts	Yes
Contact Finished Reason	Reason for the Contact to finish (Manually Closed, Manually Sent to Queue, Timed Out to Queue, etc.)	string		Messaging Contacts	Yes
Contact Person Channel Identifier	Contact 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 conversation	string		Messaging Contacts	Yes
Touchpoint Identifier	Agent value of contact (+351 12345678, www.talkdesk.com , [email protected] , etc.). For chat, it will show the domain or domain friendly name of the website	string		Messaging Contacts	Yes
Interaction Duration	Duration between the Interaction Started and Finished	number	00d 00h 00m 00s	Messaging Contacts	Yes
Contact Person Name	Name of the Contact Person	string		Messaging Contacts	Yes
Contact Person ID	Contact Person Name	string		Messaging Contacts	Yes
Queues	List of the ring groups that were assigned to the conversation: - Simplified routing (queues inherited from the touchpoint) - Advanced routing (queues defined on the Reporting component or on the Assign agents to Message component)	string		Messaging Contacts	Yes
Handling Queues	List of the ring groups that actually handled the conversation	string		Messaging Contacts	Yes
User Name	Name of the User (Agent, Admin, Sup)	string		Messaging Contacts	Yes
User ID	ID of the User (Agent, Admin, Sup)	string		Messaging Contacts	Yes
Conversations	Notes that Agents take during the conversation and wrap-up phase	string		Messaging Contacts	Yes
Disposition Name	The disposition the Agent chose during the conversation or wrap-up phase	string		Messaging Contacts	Yes
Notes	The disposition the Agent chose during the conversation or wrap-up phase	string		Messaging Contacts	Yes
Interaction ID	Unique identifier for Interactions	string		Messaging Contacts	Yes
Interaction Started At	Timestamp of the beginning of the interaction	date time	yyyy-mm-dd hh:mm:ss	Messaging Contacts	Yes
Interaction Finished At	Timestamp of the end of the interaction	date time	yyyy-mm-dd hh:mm:ss	Messaging Contacts	Yes
Is Virtual Agent	Identifies whether the contact was handled by a virtual agent or not	boolean	Yes/No	Messaging Contacts	Yes
Interaction Status	Status of the Interaction (Open, Closed)	string		Messaging Contacts	Yes
Virtual Agent Name	Name of the Virtual Agent	string		Messaging Contacts	Yes
Virtual Agent ID	ID of the Virtual Agent	string		Messaging Contacts	Yes

*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.