Digital Messages Report

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

This report uses metrics to show how agents are performing with digital Any channel, contact, or skill associated with Digital Experience. 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.

Working with Business Intelligence (BI) reports

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

Go to Reporting > Prebuilt Reports.
Select the report you would like to run from the list.
Complete the report prompt. The available steps and options will vary for each report.
Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

To change report parameters click Re-Prompt .
Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.
When you are finished changing the report parameters, click Run.

Summary Digital Messages Table

The Summary Digital Messages table provides overview data for each agent within your selected parameters. Right-click any column in the 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. Agent First Response Time	The average amount of time (in seconds) between the start of the agent contact and the time that the agent's first message was sent 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 the agent during the session.
Avg. Agent Messages	The average number of messages the 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 the 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.

Currently, an error occurs when an agent initiates an outbound email. The Digital Messages report does not include it in the Agent Messages count. The case IDs for outbound emails display as null in the Agent Messages column of the report. We are working on a solution, but in the meantime be aware that the number of Agent Messages may not display accurately in the Detailed Digital Messages table.

Detailed Digital Messages Table

When you click an individual agent in the Summary Digital Messages table, the table populates with data about that specific agent. Right-click any column in the 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 skill 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 state The availability status of an agent.
Channel Name	The channel A way for contacts to interact with agents or bots. A channel can be 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.
Agent First Response Time	The amount of time (in seconds) between the start of the agent contact and the time that the agent's first message was sent 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 work 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.