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).
| Name | Description | Type | Format | Section | Filter | Field |
|---|---|---|---|---|---|---|
| Total SMS Interactions / Total SMS Messaging Interactions | Total number of SMS Interactions regardless of their status | number | 00 | “SMS Interactions & Messages” and “Agent Activity” | Yes | measure |
| Total SMS Open / Total of SMS Messaging Interactions Open | Number of SMS Interactions open | number | 00 | “SMS Interactions & Messages” and “Agent Activity” | Yes | measure |
| Interactions Closed / Total of SMS Messaging Interactions Closed | Number of SMS Interactions closed | number | 00 | “SMS Interactions & Messages” and “Agent Activity” | Yes | measure |
| AVG SMS Interaction Duration / AVG SMS Messaging Interactions Duration | Average SMS Interaction Duration | avg | 00d 00h 00m 00s | “SMS Interactions & Messages” and “Agent Activity” | Yes | measure |
| Max SMS Interaction Duration | Max SMS Interaction Duration | max | 00d 00h 00m 00s | “SMS Interactions & Messages” | Yes | measure |
| Total Messages | Total number of SMS Messages sent and received | number | 00 | “SMS Interactions & Messages” | Yes | measure |
| Messages Received | Total number of SMS Messages Received | number | 00 | “SMS Interactions & Messages” | Yes | measure |
| Messages Sent | Total number of SMS Messages Sent | number | 00 | “SMS Interactions & Messages” | Yes | measure |
| Inbound Interactions / Number of SMS Inbound Messaging Interactions | Number of Inbound SMS Interactions | number | 00 | “Inbound vs. Outbound” and “Agent Activity” | Yes | measure |
| Outbound Interactions / Number of Outbound Inbound Messaging Interactions | Number of Outbound SMS Interactions | number | 00 | “Inbound vs. Outbound” and “Agent Activity” | Yes | measure |
| Status | Status of the Interaction (Open, Closed) | string | “SMS Interactions & Messages” and “Interaction by Status per day” | - | dimension | |
| Direction | If the interaction is inbound or outbound | string | “Inbound vs. Outbound” | - | dimension | |
| Total SMS Messaging Interactions | Total number of SMS Interactions regardless of their status | number | 00 | "Monthly Evolution" | Can be filtered by User Name | measure |
| User Name | Name of the User (Agent, Admin, Sup) | string | "Agent Activity" | - | dimension | |
| Interaction Start At | Timestamp of the beginning of the interaction | date time | yyyy-mm-dd hh:mm:ss | “Monthly Evolution” and “Interaction by Status per day” | - | dimension |
Updated almost 2 years ago