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

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
Conversations	Link to Conversation History app (where you can see the full conversation)	string		Messaging Contacts	No	dimension
Notes	Notes that Agents take during the conversation and wrap-up phase	string		Messaging Contacts	No	dimension
Disposition Name	The disposition the Agent chose during the conversation or wrap-up phase	string		Messaging Contacts	Yes	dimension
Direct Assignment User ID(s)	The ID of the user who received the transfer	string		Messaging Contacts	Yes	dimension
Direct Assignment User(s)	The user who received the transfer	string		Messaging Contacts	Yes	dimension
Transfer Out (Yes / No)	Identified whether the contact was transferred or not.	boolean		Messaging Contacts	Yes	dimension
Breakdown by Queue	Detailed view of the queues (when choosing this dimension, Explore will show 1 row per each of the ring groups presented on the queue field)	string		Messaging Contacts	Yes	dimension
Queues	List 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)	string		Messaging Contacts	Yes	dimension
Handling Queues	List of the ring groups that actually handled the conversation	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. For Social Messaging channels, consider “WHATSAPP“ and “FACEBOOK_MESSENGER“ as possible filters.

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
AVG ACW duration	Average after conversation work duration	min	00d 00h 00m 00s	Messaging Interactions Metrics	Yes	measure
MAX ACW duration	Maximum after conversation work duration	min	00d 00h 00m 00s	Messaging Interactions Metrics	Yes	measure
MIN ACW duration	Minimum after conversation work duration	min	00d 00h 00m 00s	Messaging Interactions Metrics	Yes	measure