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.
Updated 9 days ago