Attribute name | Attribute type | Definition |
Conversation | Metric | A new or reopened (after resolution) conversation thread in a channel |
First response time (bhrs) | Metric, filter, group by | Time taken after agent assignment to send first response taking into account business hours |
First response time (chrs) | Metric, filter, group by | Time taken after agent assignment to send first response |
First group assignment time (chrs) | Metric, filter, group by | Time taken post initiation, to assign the conversation to a group |
First group assignment time (bhrs) | Metric,filter, group by | Time taken post initiation , to assign the conversation to a group (only including business hours in time calculation) |
Resolution time | Metric,filter, group by | Time taken to resolve the conversation since its assignment |
First agent assignment time (chrs) | Metric,filter, group by | Time taken post initiation , to assign the conversation to an agent |
First agent assignment time (bhrs) | Metric,filter, group by | Time taken post initiation , to assign the conversation to an agent (only including business hours in time calculation) |
Interaction time | Metric,filter, group by | Absolute time from user's first message to resolution of interaction |
Wait time (bhrs) | Metric,filter, group by | Time taken to get first response from the time conversation was initiated (only including business hours in time calculation) |
Wait time (chrs) | Metric,filter, group by | Time taken to get first response from the time conversation was initiated , regardless of the business hours |
CSAT score | Metric,filter, group by | No. of stars selected by user on CSAT survey |
Response time (bhrs) | Metric,filter, group by | Time taken by agent to respond to subsequent user messages after first response is sent (only including business hours in time calculation) |
Response time (chrs) | Metric,filter, group by | Time taken by agent to respond to subsequent user messages after first response is sent, regardless of the business hours |
Agent responses | Metric | Count of agent messages across conversations |
User messages | Metric | Count of user messages across conversations |
CSAT responded at | Metric | Count of conversations where a CSAT was provided |
Agent reassignment time (bhrs) (only including business hours in time calculation) | Metric,filter, group by | Time taken to re-assign a chat to another agent after the first assignment |
Agent reassignment time (chrs) (only including business hours in time calculation) | Metric,filter, group by | Time taken to re-assign a chat to another agent after the first assignment, regardless of the business hours |
Group reassignment time (bhrs) (only including business hours in time calculation) | Metric,filter, group by | Time taken to re-assign a chat to another group after the first assignment |
Group reassignment time (chrs) (only including business hours in time calculation) | Metric,filter, group by | Time taken to re-assign a chat to another group after the first assignment, regardless of the business hours |
Group assigned at | Filter and Group by | Time at which a group was assigned to a conversation |
Reopen type | Filter and Group by | Reason for a conversation getting reopened -New, Customer Reopen, Agent Reopen, DSAT Reopen |
Member assigned at | Filter and Group by | Timestamp when interaction was assigned to agent anytime(new or reopened) |
First member assigned | Filter and Group by | Timestamp when an interaction was first assigned to an agent (new or reopened) |
Initiated at | Filter and Group by | Timestamp when interaction was created (new or reopened) |
Status | Filter and Group by | Current status of the conversation Unassigned, Assigned, Resolved, Deleted, Any (includes all interactions) |
Resolved at | Filter and Group by | Timestamp when interaction was resolved (new or reopened) |
Within business hours | Filter and Group by | Whether the interaction was initiated within business hours. True or False |
Source | Filter and Group by | Platform from where the conversation was initiated: MOBILE, WEBCHAT, FACEBOOK_MESSENGER, WHATSAPP, FB_NATIVE, ABC, LINE |
Issue resolved | Filter and Group by | Yes or No response to CSAT question |
Group name | Filter and Group by | Chat group to which the interaction is assigned |
Label Category | Filter and Group by | Label category applied to an interaction post-resolution |
Label Subcategory | Filter and Group by | Label subcategory applied to an interaction post-resolution |
CSAT Score | Metric,filter, group by | No. of stars selected by user on CSAT survey |
Agent email | Filter and Group by | Email id of the agents profile |
Agent timezone | Filter and Group by | Timezone on which the agent's profile has been set up |
Agent name | Filter and Group by | Name of the agent |
Channel topic | Filter and Group by | Topic name associated with each topic (Remark : data for this is only available from 6th July onwards)
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