Reports on Instant Messaging allows you to view a detailed breakdown on Instant Messaging activity i.e. chat handling.
Headings defined
|
Interaction Id |
This is a unique ID allocated to each interaction |
|
Start Date/Time |
This is when the message came in |
|
End Date/Time |
This was the end of the message interaction |
|
Interaction Outcome |
This indicated whether the message was answered |
|
Disposition Outcome |
This indicates the status of the chat |
|
Direction |
This indicates whether the chat is inbound or outbound |
|
From |
From indicates which number the chat is from |
|
To |
To indicates which number the chat was to |
|
Flow Name |
This indicates which flow the chat is on |
|
Service |
This is the service ie Customer Care |
|
Work Type |
This is the worktype you are using |
|
Contact First Name |
This is the contact first name |
|
Contact Last Name |
This is the contact last name |
|
Member First Name |
This is the agent’s first name |
|
Member Last Name |
This is the agent’s last name |
|
Agent Extension |
This is the agents extension |
|
Member Teams |
This is the team the agent belongs too |
|
Participation Outcome |
This is the status of the interaction |
|
Wait Time |
Time waited before response |
|
Out of SLA |
Whether or not the response was within the SLA |
|
Interaction Handle Time |
How long the interaction was |
The following steps will enable you to download the Interaction Instant Messaging Distribution Report:
Step 1: Go to your Admin Dashboard and click on Reports
Step 2: Go to the Interaction tab
Step 3: You can then select Instant Messages Per Interaction
Step 4: Define the criteria required and click on Download report
Instant Messaging Report per Interaction:
