{"id":3681,"date":"2024-06-27T15:51:31","date_gmt":"2024-06-27T13:51:31","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&#038;p=3681"},"modified":"2026-02-19T15:37:17","modified_gmt":"2026-02-19T14:37:17","slug":"messaging-data-source","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/messaging-data-source\/","title":{"rendered":"Messaging (Data source)"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Overview<\/h2>\n\n\n<p>To help users make the most of the Reporter, each data source for the messaging flow is explained here, along with its columns.<\/p>\n<ul>\n<li><strong>Incoming\/outgoing messaging distributions<\/strong>: the messagings&#8217; life, agent-side: supervision, transfer, etc.<\/li>\n<li><b>Messages:<\/b> data surrounding the messages (WhatsApp, Messenger, Telegram).<\/li>\n<li><b>SMS:<\/b> data surrounding the SMS (manually or automatically generated).<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3682\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/06\/Capture-de\u0301cran-2024-06-27-a\u0300-11.54.35.png\" alt=\"\" width=\"600\" height=\"261\" \/><\/p>\n<p>Definitions of data-related terms (processing, post-interaction, etc.) can be found <a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/terms-and-vocabulary\/\" target=\"_blank\" rel=\"noopener\">in the dedicated article<\/a>.<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Incoming message distribution<\/h2>\n\n\n<p>Here are the details for each column:<\/p>\n<ul>\n<li><strong>Distribution date<\/strong>: date and time of the interaction&#8217;s distribution.<\/li>\n<li><strong>Distribution end date<\/strong>: distribution end date and time.<\/li>\n<li><strong>Type<\/strong>: distribution queue or user.<\/li>\n<li><strong>Messaging<\/strong> <strong>type<\/strong>: chat, WhatsApp, Telegram, Messenger.<\/li>\n<li><strong>Sender<\/strong>: customer&#8217;s phone number (international format) or messaging ID.<\/li>\n<li><strong>Queue<\/strong>: the queue through which the message was processed.<\/li>\n<li><strong>User<\/strong>: first and last name of the agent who handled the interaction.<\/li>\n<li><strong>Wait<\/strong> <strong>time<\/strong>: customer&#8217;s waiting time.<\/li>\n<li><strong>Exchange time<\/strong>: from the interaction distribution to the interaction end.<\/li>\n<li><strong>Post-interaction time<\/strong>: time spent doing the post-interaction (if the agent is allowed to do so).<\/li>\n<li><strong>Total interaction time:<\/strong> from the distribution to the end of the post-interaction.<\/li>\n<li><strong>Interaction<\/strong> <strong>status<\/strong>: treated, dissuaded, canceled, pending.<\/li>\n<li><strong>Transferred<\/strong>: yes or no.<\/li>\n<li><strong>Detailed interaction status<\/strong>: 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.<\/li>\n<li><strong>Transfer date:<\/strong> if the message was transferred.<\/li>\n<li><strong>Transfer release date<\/strong>: if there was one.<\/li>\n<li><strong>Transfer to user:<\/strong> yes or no.<\/li>\n<li><strong>Transfer to the queue<\/strong>: name of the queue.<\/li>\n<li><strong>Transfer to the queue group<\/strong>: name of the queue group.<\/li>\n<li><strong>Transfer to Smart routing<\/strong>: name of the Smart routing.<\/li>\n<li><strong>Transfer to entry point<\/strong>: processed, canceled, processed without reply, missed, video call abandoned, dissuaded.<\/li>\n<li><strong>Interaction ID<\/strong>: tune interaction&#8217;s unique identifier.<\/li>\n<li><strong>Routing type<\/strong>: Smart or Direct.<\/li>\n<li><strong>Call switched to video<\/strong>: yes or no.<\/li>\n<li><strong>Video call duration<\/strong>: time spent since the\u00a0<\/li>\n<li><strong>Video call wait time<\/strong>: time spent waiting by the agent.<\/li>\n<li><strong>Queue tag<\/strong><\/li>\n<\/ul>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Outgoing message distributions<\/h2>\n\n\n<p>Here are the details for each column:<\/p>\n<ul>\n<li><strong>Distribution date<\/strong>: date and time of the interaction&#8217;s distribution.<\/li>\n<li><strong>Distribution end date<\/strong>: distribution end date and time.<\/li>\n<li><strong>Type<\/strong>: distribution queue or user.<\/li>\n<li><strong>Messaging<\/strong> <strong>type<\/strong>: chat, WhatsApp, Telegram, Messenger.<\/li>\n<li><strong>Recipient<\/strong>: customer&#8217;s phone number (international format) or messaging ID.<\/li>\n<li><strong>Queue<\/strong>: the queue through which the message was processed.<\/li>\n<li><strong>User<\/strong>: first and last name of the agent who handled the interaction.<\/li>\n<li><strong>Wait<\/strong> <strong>time<\/strong>: customer&#8217;s waiting time.<\/li>\n<li><strong>Exchange time<\/strong>: from the interaction distribution to the interaction end.<\/li>\n<li><strong>Post-interaction time<\/strong>: time spent doing the post-interaction (if the agent is allowed to do so).<\/li>\n<li><strong>Total interaction time:<\/strong> from the distribution to the end of the post-interaction.<\/li>\n<li><strong>Interaction<\/strong> <strong>status<\/strong>: treated, dissuaded, canceled, pending.<\/li>\n<li><strong>Transferred<\/strong>: yes or no.<\/li>\n<li><strong>Detailed interaction status<\/strong>: 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.<\/li>\n<li><strong>Transfer date:<\/strong> if the message was transferred.<\/li>\n<li><strong>Transfer release date<\/strong>: if there was one.<\/li>\n<li><strong>Transfer to user:<\/strong> yes or no.<\/li>\n<li><strong>Transfer to the queue<\/strong>: name of the queue.<\/li>\n<li><strong>Transfer to the queue group<\/strong>: name of the queue group.<\/li>\n<li><strong>Transfer to Smart routing<\/strong>: name of the Smart routing.<\/li>\n<li><strong>Transfer to entry point<\/strong>: processed, canceled, processed without reply, missed, video call abandoned, dissuaded.<\/li>\n<li><strong>Interaction ID<\/strong>: tune interaction&#8217;s unique identifier.<\/li>\n<li><strong>Routing type<\/strong>: Smart or Direct.<\/li>\n<li><strong>Call switched to video<\/strong>: yes or no.<\/li>\n<li><strong>Video call duration<\/strong>: time spent since the customer joined the call.<\/li>\n<li><strong style=\"color: initial;\">Video call wait time<\/strong><span style=\"color: initial;\">: time spent waiting by the agent.<\/span><\/li>\n<li><strong>Queue tag<\/strong><\/li>\n<\/ul>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Messages<\/h2>\n\n\n<p>Here are the details for each column:<\/p>\n<ul>\n<li><strong>Interaction ID<\/strong>: the interaction&#8217;s unique identifier.<\/li>\n<li><strong>Session start<\/strong>: time and date of the session&#8217;s beginning.<\/li>\n<li><strong>Wait<\/strong> <strong>time<\/strong>: customer&#8217;s waiting time.<\/li>\n<li><strong>Exchange time<\/strong>: from the interaction distribution to the interaction end.<\/li>\n<li><strong>Total interaction time:<\/strong> from the distribution to the end of the post-interaction.<\/li>\n<li><strong>Entry point<\/strong>: the chat module or phone number the message was sent to.<\/li>\n<li><strong>Status<\/strong>: treated, dissuaded, canceled, pending.<\/li>\n<li><strong>Session end<\/strong>: date and time of the session&#8217;s ending.<\/li>\n<li><strong>Routing type:<\/strong> Smart or Direct.<\/li>\n<li><strong>Direction<\/strong>: incoming or outgoing.<\/li>\n<li><strong>Messaging type<\/strong>: chat, WhatsApp, Messenger, Telegram.<\/li>\n<li><strong>Smart Routing name:<\/strong> the name of the Smart Routing.<\/li>\n<li><strong>Smart Routing version name:<\/strong> the name of the Smart Routing&#8217;s version.<\/li>\n<li><strong>Correspondent<\/strong>: the phone number or unique ID of the customer.<\/li>\n<li><strong>Checkpoints<\/strong>:\u00a0they are set up in the Maker. See our\u00a0<a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/interaction-tags-how-to-use-them\/\" target=\"_blank\" rel=\"noopener\">dedicated article.<\/a><\/li>\n<li><strong>Detailed interaction status<\/strong>: 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.<\/li>\n<li><strong>Distribution date<\/strong>: date and time of the interaction&#8217;s distribution.<\/li>\n<li><strong>Distribution end date<\/strong>: distribution end date and time.<\/li>\n<li><strong>Type<\/strong>: distribution queue or user.<\/li>\n<li><strong>Queue<\/strong>: the queue through which the message was processed.<\/li>\n<li><strong>User<\/strong>: first and last name of the agent who handled the interaction.<\/li>\n<li><strong>Exchange time<\/strong>: from the interaction distribution to the interaction end.<\/li>\n<li><strong>Post-interaction time<\/strong>: time spent doing the post-interaction (if the agent is allowed to do so).<\/li>\n<li><strong>Transfer<\/strong>: yes or no.<\/li>\n<li><strong>Transfer date<\/strong>: if the message was transferred.<\/li>\n<li><strong>Transfer release date<\/strong>: if the message was transferred.<\/li>\n<li><strong>Transfer to user:<\/strong> yes or no.<\/li>\n<li><strong>Transfer to the queue<\/strong>: name of the queue.<\/li>\n<li><strong>Transfer to the queue group<\/strong>: name of the queue group.<\/li>\n<li><strong>Transfer to Smart routing<\/strong>: name of the Smart routing.<\/li>\n<li><strong>Transfer to entry point<\/strong>: name of the entry point.<\/li>\n<li><strong>Call switched to video<\/strong>: yes or no.<\/li>\n<li><strong>Video call duration<\/strong>: time spent since the customer joined the call.<\/li>\n<li><strong>Video call wait time<\/strong>: time spent waiting by the agent.<\/li>\n<\/ul>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">SMS<\/h2>\n\n\n<p>Here are the details for each column:<\/p>\n<ul>\n<li><strong>SMS ID<\/strong>: the SMS&#8217;s unique identifier.<\/li>\n<li><strong>Send<\/strong> <strong>date<\/strong>: date and time the SMS was sent.<\/li>\n<li><strong>SMS template<\/strong>: name of the template (if one was used).<\/li>\n<li><strong>Sender<\/strong>: phone number in international format.<\/li>\n<li><strong>Origin<\/strong>: video call, workflow, payment module, Smart Routing, user, public API, outgoing SMS.<\/li>\n<li><strong>SMS type<\/strong>: interaction, basic<\/li>\n<li><strong>SMS category<\/strong>: notification, marketing<\/li>\n<li><strong>Recipient<\/strong>: phone number in international format.<\/li>\n<li><strong>Credits<\/strong>: number of credits used to send the SMS.<\/li>\n<li><strong>Content<\/strong>: the SMS content (plain text, without link).<\/li>\n<li><strong>Checkpoints<\/strong>:\u00a0they are set up in the Maker. See our\u00a0<a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/interaction-tags-how-to-use-them\/\" target=\"_blank\" rel=\"noopener\">dedicated article.<\/a><\/li>\n<li><strong>Status<\/strong>: received, sent<\/li>\n<\/ul>\n<p>You can also add columns:\u00a0<\/p>\n<ul>\n<li><strong>Distribution ID<\/strong><\/li>\n<li><strong>Interaction ID<\/strong><\/li>\n<li><strong>Original distribution ID<\/strong><\/li>\n<li><strong>Original interaction ID<\/strong><\/li>\n<li><strong>Original interaction direction<\/strong><\/li>\n<li><strong>Original interaction flow<\/strong><\/li>\n<li><strong>Original interaction queue<\/strong><\/li>\n<li><strong>Original interaction queue tag<\/strong><\/li>\n<li><strong>Payment module<\/strong>: if there was a linked payment.<\/li>\n<li><strong>Payment module alias<\/strong><\/li>\n<li><strong>Queue<\/strong>: the queue used to send the SMS.<\/li>\n<li><strong>Queue tag<\/strong><\/li>\n<li><strong>SMS campaign<\/strong>: if it was included in a campaign.<\/li>\n<li><strong>SMS campaigns alias<\/strong><\/li>\n<li><strong>SMS template alias\u00a0<\/strong><\/li>\n<li><strong>Smart Routing<\/strong>: the Smart Routing name.<\/li>\n<li><strong>Smart routing version alias<\/strong><\/li>\n<li><strong>User<\/strong>: the user who sent the SMS.<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>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&#8217; life, agent-side: supervision, transfer, etc. Messages: data surrounding the messages (WhatsApp, Messenger, Telegram). SMS: data surrounding the SMS (manually or automatically&#8230;<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[106],"ht-kb-tag":[133],"class_list":["post-3681","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-monitoring-reporting","ht_kb_tag-reporter"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3681","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=3681"}],"version-history":[{"count":5,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3681\/revisions"}],"predecessor-version":[{"id":6101,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3681\/revisions\/6101"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=3681"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=3681"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=3681"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}