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.