Overview
To help users make the most of the Reporter, each data source for the messaging flow is explained here, along with its columns.
- Incoming/outgoing messaging distributions: the messagings’ life, agent-side: supervision, transfer, etc.
- Messages: data surrounding the messages (WhatsApp, Messenger, Telegram).
- SMS: data surrounding the SMS (manually or automatically generated).
Definitions of data-related terms (processing, post-interaction, etc.) can be found in the dedicated article.
Incoming message distribution
Here are the details for each column:
- Distribution date: date and time of the interaction’s distribution.
- Distribution end date: distribution end date and time.
- Type: distribution queue or user.
- Messaging type: chat, WhatsApp, Telegram, Messenger.
- Sender: customer’s phone number (international format) or messaging ID.
- Queue: the queue through which the message was processed.
- User: first and last name of the agent who handled the interaction.
- Wait time: customer’s waiting time.
- Processing time: from the interaction distribution to the interaction end.
- Post-interaction time: time spent doing the post-interaction (if the agent is allowed to do so).
- Total interaction time: from the distribution to the end of the post-interaction.
- Interaction status: treated, dissuaded, canceled, pending.
- Transferred: yes or no.
- Detailed interaction status: accepted, abandoned, successfully completed, dissuaded, customer dissuaded, error, estimated waiting time too long, maximum processing time reached, queue full, missed, agents unavailable, waiting, refused, maximum waiting time reached, transferred, transfer cancelled, processed, processed without response, no microphone authorisation, visio abandoned.
- Transfer date: if the message was transferred.
- Transfer release date: if there was one.
- Transfer to user: yes or no.
- Transfer to the queue: name of the queue.
- Transfer to the queue group: name of the queue group.
- Transfer to Smart routing: name of the Smart routing.
- Transfer to entry point: processed, canceled, processed without reply, missed, video call abandoned, dissuaded.
- Interaction ID: tune interaction’s unique identifier.
- Routing type: Smart or Direct.
- Call switched to video: yes or no.
- Video call duration: time spent since the
- Video call wait time: time spent waiting by the agent.
Outgoing message distributions
Here are the details for each column:
- Distribution date: date and time of the interaction’s distribution.
- Distribution end date: distribution end date and time.
- Type: distribution queue or user.
- Messaging type: chat, WhatsApp, Telegram, Messenger.
- Recipient: customer’s phone number (international format) or messaging ID.
- Queue: the queue through which the message was processed.
- User: first and last name of the agent who handled the interaction.
- Wait time: customer’s waiting time.
- Processing time: from the interaction distribution to the interaction end.
- Post-interaction time: time spent doing the post-interaction (if the agent is allowed to do so).
- Total interaction time: from the distribution to the end of the post-interaction.
- Interaction status: treated, dissuaded, canceled, pending.
- Transferred: yes or no.
- Detailed interaction status: accepted, abandoned, successfully completed, dissuaded, customer dissuaded, error, estimated waiting time too long, maximum processing time reached, queue full, missed, agents unavailable, waiting, refused, maximum waiting time reached, transferred, transfer cancelled, processed, processed without response, no microphone authorisation, visio abandoned.
- Transfer date: if the message was transferred.
- Transfer release date: if there was one.
- Transfer to user: yes or no.
- Transfer to the queue: name of the queue.
- Transfer to the queue group: name of the queue group.
- Transfer to Smart routing: name of the Smart routing.
- Transfer to entry point: processed, canceled, processed without reply, missed, video call abandoned, dissuaded.
- Interaction ID: tune interaction’s unique identifier.
- Routing type: Smart or Direct.
- Call switched to video: yes or no.
- Video call duration: time spent since the customer joined the call.
- Video call wait time: time spent waiting by the agent.
Messages
Here are the details for each column:
- Interaction ID: the interaction’s unique identifier.
- Session start: time and date of the session’s beginning.
- Wait time: customer’s waiting time.
- Processing time: from the interaction distribution to the interaction end.
- Total interaction time: from the distribution to the end of the post-interaction.
- Entry point: the chat module or phone number the message was sent to.
- Status: treated, dissuaded, canceled, pending.
- Session end: date and time of the session’s ending.
- Routing type: Smart or Direct.
- Direction: incoming or outgoing.
- Messaging type: chat, WhatsApp, Messenger, Telegram.
- Smart Routing name: the name of the Smart Routing.
- Smart Routing version name: the name of the Smart Routing’s version.
- Correspondent: the phone number or unique ID of the customer.
- Checkpoints: they are set up in the Maker. See our dedicated article.
- Detailed interaction status: accepted, abandoned, successfully completed, dissuaded, customer dissuaded, error, estimated waiting time too long, maximum processing time reached, queue full, missed, agents unavailable, waiting, refused, maximum waiting time reached, transferred, transfer cancelled, processed, processed without response, visio abandoned.
- Distribution date: date and time of the interaction’s distribution.
- Distribution end date: distribution end date and time.
- Type: distribution queue or user.
- Queue: the queue through which the message was processed.
- User: first and last name of the agent who handled the interaction.
- Processing time: from the interaction distribution to the interaction end.
- Post-interaction time: time spent doing the post-interaction (if the agent is allowed to do so).
- Transfer: yes or no.
- Transfer date: if the message was transferred.
- Transfer release date: if the message was transferred.
- Transfer to user: yes or no.
- Transfer to the queue: name of the queue.
- Transfer to the queue group: name of the queue group.
- Transfer to Smart routing: name of the Smart routing.
- Transfer to entry point: name of the entry point.
- Call switched to video: yes or no.
- Video call duration: time spent since the customer joined the call.
- Video call wait time: time spent waiting by the agent.
SMS
Here are the details for each column:
- SMS ID: the SMS’s unique identifier.
- Send date: date and time the SMS was sent.
- SMS template: name of the template (if one was used).
- Sender: phone number in international format.
- Origin: video call, workflow, payment module, Smart Routing, user, public API, outgoing SMS.
- Recipient: phone number in international format.
- Credits: number of credits used to send the SMS.
- Content: the SMS content (plain text, without link).
- Checkpoints: they are set up in the Maker. See our dedicated article.
- Status: treated, dissuaded, canceled, pending.
- Smart Routing: the Smart Routing name.
- SMS campaign: if it was included in a campaign.
- Payment module: if there was a linked payment.
- User: the user who sent the SMS.
- Queue: the queue used to send the SMS.