Digital Engagement: SMS Channel

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).

NameDescriptionTypeFormatSectionFilterField
Total SMS Interactions / Total SMS Messaging InteractionsTotal number of SMS Interactions regardless of their statusnumber00“SMS Interactions & Messages” and “Agent Activity”Yesmeasure
Total SMS Open / Total of SMS Messaging Interactions OpenNumber of SMS Interactions opennumber00“SMS Interactions & Messages” and “Agent Activity”Yesmeasure
Interactions Closed / Total of SMS Messaging Interactions ClosedNumber of SMS Interactions closednumber00“SMS Interactions & Messages” and “Agent Activity”Yesmeasure
AVG SMS Interaction Duration / AVG SMS Messaging Interactions DurationAverage SMS Interaction Durationavg00d 00h 00m 00s“SMS Interactions & Messages” and “Agent Activity”Yesmeasure
Max SMS Interaction DurationMax SMS Interaction Durationmax00d 00h 00m 00s“SMS Interactions & Messages”Yesmeasure
Total MessagesTotal number of SMS Messages sent and receivednumber00“SMS Interactions & Messages”Yesmeasure
Messages ReceivedTotal number of SMS Messages Receivednumber00“SMS Interactions & Messages”Yesmeasure
Messages SentTotal number of SMS Messages Sentnumber00“SMS Interactions & Messages”Yesmeasure
Inbound Interactions / Number of SMS Inbound Messaging InteractionsNumber of Inbound SMS Interactionsnumber00“Inbound vs. Outbound” and “Agent Activity”Yesmeasure
Outbound Interactions / Number of Outbound Inbound Messaging InteractionsNumber of Outbound SMS Interactionsnumber00“Inbound vs. Outbound” and “Agent Activity”Yesmeasure
StatusStatus of the Interaction (Open, Closed)string“SMS Interactions & Messages” and “Interaction by Status per day”-dimension
DirectionIf the interaction is inbound or outboundstring“Inbound vs. Outbound”-dimension
Total SMS Messaging InteractionsTotal number of SMS Interactions regardless of their statusnumber00"Monthly Evolution"Can be filtered by User Namemeasure
User NameName of the User (Agent, Admin, Sup)string"Agent Activity"-dimension
Interaction Start AtTimestamp of the beginning of the interactiondate timeyyyy-mm-dd hh:mm:ss“Monthly Evolution” and “Interaction by Status per day”-dimension