Digital Engagement: Messaging Traffic Dataset

Data set containing the granularity of each Message within the different Contacts. Each row will represent one message sent or received on the Contact Center.

Dimensions

Name

Description

Type

Format

Section

Filter

Field

Channel Type

Channel used for this contact *

string

Messaging Traffic

Yes

dimension

Contact ID

Unique identifier for Contacts

string

Messaging Traffic

Yes

dimension

Contact Person ID

ID of the Contact Person

string

Messaging Traffic

Yes

dimension

Contact Person Name

Name of the Contact Person

string

Messaging Traffic

Yes

dimension

Interaction ID

Unique identifier for Interactions

string

Messaging Traffic

Yes

dimension

Message Created at

Timestamp when the message was created

date time

yyyy-mm-dd hh:mm:ss

Messaging Traffic

Yes

dimension

Message Direction

Source of the Message (Inbound/Outbound)

string

Messaging Traffic

Yes

dimension

Message ID

Unique identifier for the message

string

Messaging Traffic

Yes

dimension

User ID

ID of the User (Agent, Admin, Supervisor)

string

Messaging Traffic

Yes

dimension

User Name

Name of the User (Agent, Admin, Supervisor)

string

Messaging Traffic

Yes

dimension

  • The channel type can be SMS, Chat or Email. E.g. when doing specific visualizations for SMS, always filter the Channel Type to be equal to SMS.

Measures

Name

Description

Type

Format

Section

Filter

Field

% Messages Received

Number of Messages Received (divided by Total Messages)

number

00

Messaging Traffic Measures

Yes

measure

% Messages Sent

Number of Messages Sent (divided by Total Messages)

number

00

Messaging Traffic Measures

Yes

measure

Total Messages

Total number of Messages sent and received

number

00

Messaging Traffic Measures

Yes

measure

Total Messages Received

Total number of Messages Received

number

00

Messaging Traffic Measures

Yes

measure

Total Messages Sent

Total number of Messages Sent

number

0.0

Messaging Traffic Measures

Yes

measure