Messaging Engagement Summary

Last Updated : May 06, 2020 |
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Definition

Displays the data related to customer engagements originated on the Messaging channel across various parameters.

How it works

The report is similar to Engagement report. It tracks historical details of engagement originated on the Messaging channel. Supervisors can select the conversation and analyze how it traverses through multiple engagements. The start time of engagement determines the data displayed in the report.
You can drill down on Engagement ID to get finer details of each engagement. You can drill down on Contact ID to analyze how the engagement was handled at each segment level. Conversation ID is associated with a contact ID and an engagement is associated with a contact ID where as a segment is associated with an agent.

Business usage

  • How do you determine the movement of a conversation thread in a contact center?
    Use Messaging Engagement Summary Report to understand the number of conversation threads that were listed in the current interval at Messaging channels.
    Navigate to Conversation Detail Report to understand the lifecycle details of the conversation thread, count of engagements of the conversation thread, total active time, and the list of engagements originated for it. Navigate to Engagement Detail Report to understand the details of the particular engagement of the conversation thread. Navigate to Contact Detail Report to understand the details of segments, and segment durations of an engagement.
  • How do you determine contact center’s services on which Messaging conversation threads are routed most frequently at some particular period?
    In the Input prompt, select TimeZone and specify the values for the Interval. The report displays conversation threads’ details for the selected time interval.
    Use the Top 5 Routing Services by Usage graph to determine the usage of routing services across the contact center for a particular time interval.
  • How do you determine usage of applications at Messaging channels at contact center?
    Use Engagement distribution per Application graph to identify usage of applications for messaging conversation threads at the particular time interval.
  • How do you determine the duration of an engagement of a particular conversation thread?
    In Messaging Engagement Summary Report, click an Engagement ID to display Engagement Contact Report. Use the Start Time and End Time measures to determine the duration of the engagement in a particular channel.
  • How do you determine the average engagement duration in the current interval?
    Use the Average Engagement Duration measure.