Message Detail
The Messaging Detail report displays the messaging interactions for one or more agents for a specific time period for one or more tenants. This report includes the agent that answered the message, the time that the interaction started, the disposition code, and a number of duration statistics. By default, this report is sorted alphabetically by tenant name and agent name, and by Start Time beginning with the most recent interaction.
| This information is specific to this data set, with these metrics selected. The metrics itemized below will be pre-selected by default in Analysis. Adding or removing a column will modify data results as outlined on this page. |
Build the Message Detail report:
- Go to Reporting > Historical Reporting.
- In the sidebar, click Analysis
- From the Select Data drop-down menu, select the Message Detail data set.
- Click Ok and the table will load displaying the report data.
Sample Report
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Click image to enlarge |
This table describes each column in the Messaging Detail report:
| Name | Type | Description |
|---|---|---|
| Tenant Name | Attribute | The name of the tenant that the agent was logged in to. |
| Interaction ID | UUID | The unique identifier for the interaction. |
| Agent Name | Attribute | The agent's first name and last name. |
| Agent ID | UUID | The agent's unique identifier. |
| Start Time | Attribute | The time, in your tenant's timezone, that the interaction started. |
| Messaging Transcript | Attribute |
If a messaging transcript is available for the interaction, click the link View Details to view it. |
| Disposition Code | Attribute | The disposition code that the agent assigned to the interaction. If the agent didn't select a disposition code, a dash (-) is listed. |
| Time to Answer | Measure |
The amount of time that elapsed from when a customer entered a queue to when they started an active conversation with an agent. Agent Time to Answer is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). |
| Agent Response Time | Measure | The amount of time that elapsed from when an agent received the customer's text based message and the agent sent a reply. In other words, this is the length of time that an agent spends responding to the customer. Agent Response Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). |
| Agent Conversation Time | Measure |
The total length of time that an agent spent in conversation with a customer. This statistic is equal to Total Agent Talk Time in cases where a customer isn't placed on hold. Total Agent Conversation Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). |
| Agent Talk Time | Measure | The length of time that the agent spent talking to a customer. This statistic doesn't include hold time. Agent Talk Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss) |
| Wrap Up Time | Measure |
The amount of time, in seconds, that an agent was logged and had the Wrap-Up state during a given period of time. |
| Customer Conversation Time | Measure |
The total length of time customers were in conversation with one or more agents during an interaction for a given period of time. This statistic includes hold time. |
