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 | |
| Country Code | Country Code of Messages’ destination | string | Messaging Traffic | Yes | dimension | |
| Country Name | Country Name of Messages’ destination | string | Messaging Traffic | Yes | dimension | |
| Interaction ID | Unique identifier for Interactions | string | Messaging Traffic | Yes | dimension | |
| Message Character | Character number of the message | number | 00 | 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 | |
| Message Segment | Segment number of the message | number | 00 | 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 | |
| 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 Traffic | Yes | dimension | |
| Touchpoint Name | Touchpoint Friendly Name (this is the friendly name that is recorded in Channels App - available for all channels). | string | Messaging Traffic | Yes | dimension |
- The channel type can be SMS, Chat, Email, Facebook Messenger or WhatsApp. 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 |
|---|---|---|---|---|---|---|
| % of Messages Received | Number of Messages Received (divided by Total Messages) | number | 00 | Messaging Traffic Measures | Yes | measure |
| % of 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 |
Updated 11 months ago