Digital Engagement: Digital Messages
Report containing the granularity of each Message within the different Contacts. Each row will represent one message sent or received on the Contact Center.
| Name | Description | Type | Format | Section | Filter |
|---|---|---|---|---|---|
| Channel Type | Channel used for this contact * | string | Messaging Traffic | Yes | |
| Contact ID | Unique identifier for Contacts | string | Messaging Traffic | Yes | |
| Contact Person ID | ID of the Contact Person | string | Messaging Traffic | Yes | |
| Contact Person Name | Name of the Contact Person | string | Messaging Traffic | Yes | |
| Interaction ID | Unique identifier for Interactions | string | Messaging Traffic | Yes | |
| Message Created at | Timestamp when the message was created | date time | yyyy-mm-dd hh:mm:ss | Messaging Traffic | Yes |
| Message Direction | Source of the Message (Inbound/Outbound) | string | Messaging Traffic | Yes | |
| Message ID | Unique identifier for the message | string | Messaging Traffic | Yes | |
| User ID | ID of the User (Agent, Admin, Supervisor) | string | Messaging Traffic | Yes | |
| User Name | Name of the User (Agent, Admin, Supervisor) | string | Messaging Traffic | Yes |
The channel type can be SMS, Chat, Email, Facebook Messenger or WhatsApp. E.g. when doing specific visualizations for SMS, always filter the Channel Type to be equal to SMS.