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

*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