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 about 1 year ago