Digital Messages Report

Related Products or Features: Business Intelligence (BI) Reports, Digital First Omnichannel

This report uses metrics to show how agents are performing with digitalClosed Any channel, contact, or skill associated with Digital First Omnichannel. contacts. It provides valuable data on average number of messages sent, average response times, and so forth. You can drill down into individual agents and view data for each interaction that they handled.

Summary Digital Messages Grid

The Summary Digital Messages grid provides overview data for each agent within your selected parameters. Right-click any column in the report table to sort the data.

Column Description
Agent Name The name of the agent.
Agent No The Agent ID number. This is a unique value assigned by the system to identify the agent.
Total Agent Contacts The total count of digital contacts that the agent handled during your selected time range.
Avg. First Response Time

The average amount of time between when the agent is assigned to the contact and when they send a message to the customer.

Total Agent Messages The total count of digital messages that the agent sent during your selected time range.
Total Customer Messages The total count of digital messages that the contact sent during your selected time range.
Total Messages The total count of messages sent by both agents and contacts during your selected time range.
Avg. Customer Messages The average number of messages contacts sent to an agent during the session.
Avg. Agent Messages The average number of messages an agent sent to contacts they handled during the session.
Neutral (Messages) The total number of messages marked with a neutral sentiment during your selected time range.
Negative (Messages) The total number of messages marked with a negative sentiment during your selected time range.
Positive (Messages) The total number of messages marked with a positive sentiment during your selected time range.
Agent Contact Duration The total amount of time the agent spent handling digital contacts during the selected time range.
Avg. Agent Contact Duration The average amount of time an agent spent handling digital contacts.
Avg. Agent Message Response Time The average amount of time between the agent receiving a digital message and sending a response.

Detailed Digital Messages Grid

When you click an individual agent in the Summary Digital Messages grid, the grid populates with more granular data for that specific agent. Right-click any column in the report table to sort the data.

Column Details
Agent Name The name of the agent.
Agent No The Agent ID number. This is a unique value assigned by the system to identify the agent.
Team Name The team to which the agent is assigned.
Contact No The contact's unique number assigned by the system.
Skill Name The skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge through which the contact was delivered to the agent. This only displays if the agent is in an ACD inbound or outbound stateClosed The availability status of an agent.
Channel Name The channelClosed A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. through which the interaction occurred. If a single contact experiences multiple channels, each new channel interaction will appear as a new row in the report table with a unique agent contact ID.
Agent Contact Date The date that the interaction occurred.
First Response Time The amount of time between when the agent is assigned to the contact and when they send a message to the customer.
Agent Messages The total number of messages that the agent sent to the contact.
Customer Messages The total number of messages that the contact sent to the agent.
Total Messages The total amount of messages sent during an interaction.
Agent Contact Duration The total interaction time, from the agent accepting the contact and completing any after-call workClosed State that allows an agent to complete work requirements after finishing an interaction.
Neutral (Messages) The total number of messages marked with a neutral sentiment during an interaction.
Negative (Messages) The total number of messages marked with a negative sentiment during an interaction.
Positive (Messages) The total number of messages marked with a positive sentiment during an interaction.