Interaction stats
Metrics | Name | Description | Formula |
---|---|---|---|
| Guid | Unique interaction ID |
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| Start date | Interaction start date |
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| End date | Interaction end date |
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| Interaction channel | Interaction channel: it can be |
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| Client name | Client name |
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| Client ID | Client ID |
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| Abandon | Indicates if the interaction was abandoned or not. It only applies to Webchat |
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| Hold time | Interaction hold time: from when it entered the queue until it got attended | (attended date - start date) |
| Duration | Interaction duration: from when it entered the queue until it finished | (end date - start date) |
| Attention time | Interaction attention time: from when it was attended until it finished | (end date - attended date) |
| Direction | It indicates if the interaction was created with a client’s message or if it was started by an agent: it can be |
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| Number of inbound messages | Number of the interaction’s inbound messages |
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| Number of outbound messages | Number of the interaction’s outbound messages |
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| Attended date | Interaction attended date |
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| Attended by agent date | Interaction attended by agent date. If a bot attends the interaction, |
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| First response date | First response date, from the first outbound message |
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| ART | Average agent’s answer time. The first message is not taken into account for the calculation. |
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| First response time | First response time, from when the interaction got into the queue until the first message is sent | (first response date - start date) |
| Campaign | Interaction campaign name |
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| Agent name | Name of the agent that attended the interaction |
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| Email subject | Interaction email subject: it only applies to email interactions |
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| Finished by client | It indicates if the interaction was finished by the client or not, it only applies to Webchat |
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| Data | Interaction personalized information. It is defined with the method |
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| Client Average Sentiment | Average sentiment analysis of client messages |
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| Agent Average Sentiment | Average sentiment analysis of agent messages |
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| Interaction Average Sentiment | Average sentiment analysis of interaction messages |
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| Client Median Sentiment | Median sentiment analysis of client messages |
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| Agent Median Sentiment | Median sentiment analysis of agent messages |
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| Sentiment Median Sentiment | Median sentiment analysis of interaction messages |
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| External transfers | Indicates if the call was transferred to an external number. |
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| Virtual hold | Indicates if the call entered virtual hold. |
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| Ring time | Time of outbound call until is answered by the client. |
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