Digital Engagement: Messaging Contacts Dataset

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).

Dimensions

Name

Description

Type

Format

Section

Filter

Field

Contact ID

Unique identifier for Contacts

string

Messaging Contacts

Yes

dimension

Interaction ID

Unique identifier for Interactions

string

Messaging Contacts

Yes

dimension

Interaction Started At

Timestamp of the beginning of the interaction

date time

yyyy-mm-dd hh:mm:ss

Messaging Contacts

Yes

dimension

Interaction Finished At

Timestamp of the end of the interaction

date time

yyyy-mm-dd hh:mm:ss

Messaging Contacts

Yes

dimension

Interaction Duration

Duration between the Interaction Started and Finished

number

00d 00h 00m 00s

Messaging Contacts

Yes

dimension

Contact Started At

Timestamp of the beginning of the contact

date time

yyyy-mm-dd hh:mm:ss

Messaging Contacts

Yes

dimension

Contact Finished At

Timestamp of the end of the contact

date time

yyyy-mm-dd hh:mm:ss

Messaging Contacts

Yes

dimension

Contact Duration

Duration between the Contact Started and Finished

number

Messaging Contacts

Yes

dimension

Channel Type

Channel for this contact *

string

Messaging Contacts

Yes

dimension

Direction

If the interaction is inbound or outbound

string

Messaging Contacts

Yes

dimension

Contact Person Channel Identifier

Contact person value of contact (+351 12345678, [email protected], etc)- In case of chat, it will be the url of the visitor when he started the conversation

string

Messaging Contacts

Yes

dimension

Touchpoint Identifier

Agent value of contact (+351 12345678, www.talkdesk.com, [email protected], etc) - For chat, it will show the domain or domain friendly name of the website

string

Messaging Contacts

Yes

dimension

Interaction Status

Status of the Interaction (Open, Closed)

string

Messaging Contacts

Yes

dimension

Contact Person ID

Contact Person Name

string

Messaging Contacts

Yes

dimension

Contact Person Name

Name of the Contact Person

string

Messaging Contacts

Yes

dimension

Contact Finished Reason

Reason for the Contact to finish (Manually Closed, Manually Sent to Queue, Timed Out to Queue, etc)

string

Messaging Contacts

Yes

dimension

User ID

ID of the User (Agent, Admin, Sup)

string

Messaging Contacts

Yes

dimension

User Name

Name of the User (Agent, Admin, Sup)

string

Messaging Contacts

Yes

dimension

*Note: If you are using Talkdesk Chat and/or Talkdesk SMS product, the "Channel Type" can also be SMS or CHAT. When doing specific visualizations for Email, always filter the "Channel Type" to be equal to EMAIL

Measures

Name

Description

Type

Format

Section

Filter

Field

Total Messaging Interactions

Total number of Interactions regardless of their status

number

00

Messaging Interactions Metrics

Yes

measure

AVG Messaging Interactions Duration

AVG Interaction Duration

average

00d 00h 00m 00s

Messaging Interactions Metrics

Yes

measure

MAX Messaging Interactions Duration

Maximum Interaction Duration

max

00d 00h 00m 00s

Messaging Interactions Metrics

Yes

measure

MIN Messaging Interactions Duration

Minimum Interaction Duration

min

00d 00h 00m 00s

Messaging Interactions Metrics

Yes

measure

% Messaging Interactions Open

Number of Interactions open divided by the total number of interactions

number

0.0

Messaging Interactions Metrics

Yes

measure

Total Messaging Interactions Closed

Number of Interactions closed

number

00

Messaging Interactions Metrics

Yes

measure

Total Messaging Interactions Open

Number of Interactions open

number

00

Messaging Interactions Metrics

Yes

measure

Number of Inbound Interactions

Number of Inbound Interactions

number

00

Messaging Interactions Metrics

Yes

measure

Number of Outbound Interactions

Number of Outbound Interactions

number

00

Messaging Interactions Metrics

Yes

measure

% Messaging Interactions Closed

Number of Interactions closed divided by the total number of interactions

number

0.0

Messaging Interactions Metrics

Yes

measure

ACW Completed

Number of after conversation work(ACW) is completed

number

00

Messaging Interactions Metrics

Yes

measure

ACW Offered

Number of after conversation work is Offered

number

00

Messaging Interactions Metrics

Yes

measure

ACW Rejected

Number of after conversation work is rejected

number

00

Messaging Interactions Metrics

Yes

measure

ACW Timeout

Number of after conversation work passed time.

number

00

Messaging Interactions Metrics

Yes

measure