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

NameDescriptionTypeFormatSectionFilterField
Channel TypeChannel used for this contact * stringMessaging TrafficYesdimension
Contact IDUnique identifier for ContactsstringMessaging TrafficYesdimension
Contact Person IDID of the Contact PersonstringMessaging TrafficYesdimension
Contact Person NameName of the Contact PersonstringMessaging TrafficYesdimension
Interaction IDUnique identifier for InteractionsstringMessaging TrafficYesdimension
Message Created atTimestamp when the message was createddate timeyyyy-mm-dd hh:mm:ssMessaging TrafficYesdimension
Message DirectionSource of the Message (Inbound/Outbound)stringMessaging TrafficYesdimension
Message IDUnique identifier for the messagestringMessaging TrafficYesdimension
User IDID of the User (Agent, Admin, Supervisor)stringMessaging TrafficYesdimension
User NameName of the User (Agent, Admin, Supervisor)stringMessaging TrafficYesdimension
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 TrafficYesdimension
Touchpoint NameTouchpoint Friendly Name (this is the friendly name that is recorded in Channels App - available for all channels).stringMessaging TrafficYesdimension
  • 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

NameDescriptionTypeFormatSectionFilterField
% Messages ReceivedNumber of Messages Received (divided by Total Messages)number00Messaging Traffic MeasuresYesmeasure
% Messages SentNumber of Messages Sent (divided by Total Messages)number00Messaging Traffic MeasuresYesmeasure
Total MessagesTotal number of Messages sent and receivednumber00Messaging Traffic MeasuresYesmeasure
Total Messages ReceivedTotal number of Messages Receivednumber00Messaging Traffic MeasuresYesmeasure
Total Messages SentTotal number of Messages Sentnumber0.0Messaging Traffic MeasuresYesmeasure