Digital Engagement: Email Channel
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 | Field |
|---|---|---|---|---|---|---|
| Total Interactions / Total Email Messaging Interactions | Total number of Email Interactions regardless of their status | number | 00 | “Email Interactions” and “Agent Activity” | Yes | measure |
| Emails Open / Total Email Messaging Interactions Open | Number of Email Interactions open | number | 00 | “Email Interactions” and “Agent Activity” | Yes | measure |
| Emails Closed / Total Email Messaging Interactions Closed | Number of Email Interactions closed | number | 00 | “Email Interactions” and “Agent Activity” | Yes | measure |
| AVG Email Duration / AVG Email Messaging Interactions Duration | Average Email Interaction Duration | avg | 00d 00h 00m 00s | “Email Interactions” and “Agent Activity” | Yes | measure |
| MAX Email Duration / MAX Chat Messaging Interactions Duration | Maximum Email Interaction Duration | max | 00d 00h 00m 00s | “Email Interactions” and “Agent Activity” | Yes | measure |
| Emails Inbound | Number of Inbound Emails Interactions | number | 00 | “Email Interactions” and “Agent Activity” | Yes | measure |
| Emails Outbound | Number of Outbound Emails Interactions | number | 00 | “Email Interactions” and “Agent Activity” | Yes | measure |
| Status | Status of the Interaction (Open, Closed) | string | “Email Interactions” | - | dimension | |
| Direction | If the interaction is inbound or outbound | string | “Email Interactions | - | dimension | |
| Total Email Messaging Interactions | Total number of Email Interactions regardless of their status | number | 00 | Email Interaction Monthly Evolution | Can be filtered by User Name | measure |
| User Name | Name of the User (Agent, Admin, Sup | string | Agent Activity | - | dimension | |
| Interaction Start At | Timestamp of the beginning of the interaction | date time | yyyy-mm-dd hh:mm:ss | Email Interaction Monthly Evolution | - | dimension |
Updated almost 2 years ago