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).

NameDescriptionTypeFormatSectionFilterField
Total Interactions / Total Email Messaging InteractionsTotal number of Email Interactions regardless of their statusnumber00“Email Interactions” and “Agent Activity”Yesmeasure
Emails Open / Total Email Messaging Interactions OpenNumber of Email Interactions opennumber00“Email Interactions” and “Agent Activity”Yesmeasure
Emails Closed / Total Email Messaging Interactions ClosedNumber of Email Interactions closednumber00“Email Interactions” and “Agent Activity”Yesmeasure
AVG Email Duration / AVG Email Messaging Interactions DurationAverage Email Interaction Durationavg00d 00h 00m 00s“Email Interactions” and “Agent Activity”Yesmeasure
MAX Email Duration / MAX Chat Messaging Interactions DurationMaximum Email Interaction Durationmax00d 00h 00m 00s“Email Interactions” and “Agent Activity”Yesmeasure
Emails InboundNumber of Inbound Emails Interactionsnumber00“Email Interactions” and “Agent Activity”Yesmeasure
Emails OutboundNumber of Outbound Emails Interactionsnumber00“Email Interactions” and “Agent Activity”Yesmeasure
StatusStatus of the Interaction (Open, Closed)string“Email Interactions”-dimension
DirectionIf the interaction is inbound or outboundstring“Email Interactions-dimension
Total Email Messaging InteractionsTotal number of Email Interactions regardless of their statusnumber00Email Interaction Monthly EvolutionCan be filtered by User Namemeasure
User NameName of the User (Agent, Admin, SupstringAgent Activity-dimension
Interaction Start AtTimestamp of the beginning of the interactiondate timeyyyy-mm-dd hh:mm:ssEmail Interaction Monthly Evolution-dimension