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).

Wrap-up Phase: Refers to the general phase after the Agent finishes an interaction with a contact. When an Agent manually closes a Conversation, he/she will be redirected to the wrap-up page that includes the "Notes" and "Dispositions" cards. The Agent will be able to see the notes that other Agents left, and can also update them. In order to submit, a disposition must be selected. If not, the Agent can click the “Dismiss” button.

Dimensions

NameDescriptionTypeFormatSectionFilterField
Contact IDUnique identifier for ContactsstringMessaging ContactsYesdimension
Interaction IDUnique identifier for InteractionsstringMessaging ContactsYesdimension
Interaction Started AtTimestamp of the beginning of the interactiondate timeyyyy-mm-dd hh:mm:ssMessaging ContactsYesdimension
Interaction Finished AtTimestamp of the end of the interactiondate timeyyyy-mm-dd hh:mm:ssMessaging ContactsYesdimension
Interaction DurationDuration between the Interaction Started and Finishednumber00d 00h 00m 00sMessaging ContactsYesdimension
Contact Started AtTimestamp of the beginning of the contactdate timeyyyy-mm-dd hh:mm:ssMessaging ContactsYesdimension
Contact Finished AtTimestamp of the end of the contactdate timeyyyy-mm-dd hh:mm:ssMessaging ContactsYesdimension
Contact DurationDuration between the Contact Started and FinishednumberMessaging ContactsYesdimension
Channel TypeChannel for this contact *stringMessaging ContactsYesdimension
DirectionIf the interaction is inbound or outboundstringMessaging ContactsYesdimension
Contact Person Channel IdentifierContact 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 conversationstringMessaging ContactsYesdimension
Touchpoint IdentifierAgent value of contact (+351 12345678, www.talkdesk.com, [email protected], etc) - For chat, it will show the domain or domain friendly name of the websitestringMessaging ContactsYesdimension
Touchpoint NameTouchpoint Friendly Name (this is the friendly name that is recorded in Channels App - available for all channels).stringMessaging ContactsYesdimension
Interaction StatusStatus of the Interaction (Open, Closed)stringMessaging ContactsYesdimension
Contact Person IDContact Person NamestringMessaging ContactsYesdimension
Contact Person NameName of the Contact PersonstringMessaging ContactsYesdimension
Contact Finished ReasonReason for the Contact to finish (Manually Closed, Manually Sent to Queue, Timed Out to Queue, etc)stringMessaging ContactsYesdimension
User IDID of the User (Agent, Admin, Sup)stringMessaging ContactsYesdimension
User NameName of the User (Agent, Admin, Sup)stringMessaging ContactsYesdimension
ConversationsLink to Conversation History app (where you can see the full conversation)stringMessaging ContactsNodimension
NotesNotes that Agents take during the conversation and wrap-up phasestringMessaging ContactsNodimension
Disposition NameThe disposition the Agent chose during the conversation or wrap-up phasestringMessaging ContactsYesdimension
Direct Assignment User ID(s)The ID of the user who received the transferstringMessaging ContactsYesdimension
Direct Assignment User(s)The user who received the transferstringMessaging ContactsYesdimension
Transfer Out (Yes / No)Identified whether the contact was transferred or not.booleanMessaging ContactsYesdimension
Breakdown by QueueDetailed view of the queues (when choosing this dimension, Explore will show 1 row per each of the ring groups presented on the queue field)stringMessaging ContactsYesdimension
QueuesList of the ring groups that were assigned to the conversation:

- Simplified routing (queues inherited
from the touchpoint)
- Advanced routing (queues defined on the Reporting component or on the Assign agents to Message component)
stringMessaging ContactsYesdimension
Handling QueuesList of the ring groups that actually handled the conversationstringMessaging ContactsYesdimension
Wrap-up durationThe duration of the Wrap-Up phase (between clicking to End Chat and to Submit/Dismiss the Wrap-up)stringMessaging ContactsYesdimension
Contact Assigned AtTimestamp of the assignment of the contactstringMessaging ContactsYesdimension
Is Virtual AgentIdentifies whether the contact was handled by a virtual agent or notbooleanYes/NoMessaging ContactsYesdimension
Virtual Agent IDID of the Virtual AgentstringMessaging ContactsYesdimension
Virtual Agent NameName of the Virtual AgentstringMessaging ContactsYesdimension

*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. For Social Messaging channels, consider “WHATSAPP“ and “FACEBOOK_MESSENGER“ as possible filters.

Measures

NameDescriptionTypeFormatSectionFilterField
Total Messaging InteractionsTotal number of Interactions regardless of their statusnumber00Messaging Interactions MetricsYesmeasure
AVG Messaging Interactions DurationAVG Interaction Durationaverage00d 00h 00m 00sMessaging Interactions MetricsYesmeasure
MAX Messaging Interactions DurationMaximum Interaction Durationmax00d 00h 00m 00sMessaging Interactions MetricsYesmeasure
MIN Messaging Interactions DurationMinimum Interaction Durationmin00d 00h 00m 00sMessaging Interactions MetricsYesmeasure
% Messaging Interactions OpenNumber of Interactions open divided by the total number of interactionsnumber0.0Messaging Interactions MetricsYesmeasure
Total Messaging Interactions ClosedNumber of Interactions closednumber00Messaging Interactions MetricsYesmeasure
Total Messaging Interactions OpenNumber of Interactions opennumber00Messaging Interactions MetricsYesmeasure
Number of Inbound InteractionsNumber of Inbound Interactionsnumber00Messaging Interactions MetricsYesmeasure
Number of Outbound InteractionsNumber of Outbound Interactionsnumber00Messaging Interactions MetricsYesmeasure
% Messaging Interactions ClosedNumber of Interactions closed divided by the total number of interactionsnumber0.0Messaging Interactions MetricsYesmeasure
ACW CompletedNumber of after conversation work(ACW) is completednumber00Messaging Interactions MetricsYesmeasure
ACW OfferedNumber of after conversation work is Offerednumber00Messaging Interactions MetricsYesmeasure
ACW RejectedNumber of after conversation work is rejectednumber00Messaging Interactions MetricsYesmeasure
ACW TimeoutNumber of after conversation work passed time.number00Messaging Interactions MetricsYesmeasure
AVG ACW durationAverage after conversation work durationmin00d 00h 00m 00sMessaging Interactions MetricsYesmeasure
MAX ACW durationMaximum after conversation work durationmin00d 00h 00m 00sMessaging Interactions MetricsYesmeasure
MIN ACW durationMinimum after conversation work durationmin00d 00h 00m 00sMessaging Interactions MetricsYesmeasure