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Engage Message Reports

Table of contents

1Message Reports

 

  1. Abandoned Chat Message Details

When a customer abandons a chat messages before an agent is able to accept the incoming chat the details are registered and reported as an abandoned chat.

 

  • Click on this icon for a new window to be opened with the customer console displaying the customer applicable to the row on the report, close this window when finished to return to the report
  • Received
  •  The date / time stamp that the inbound chat arrived in to Multichannel
  • Abandoned
  • The date / time stamp that the customer abandoned the chat (i.e. no agent ever picked up the inbound chat)
  • CustomerRef1
  • The customer ref1 details for the customer who initiated the chat
  • CustomerRef2
  • The customer ref2 details for the customer who initiated the chat
  • Sender
  • The email address as entered by the customer who initiated the chat
  • Receiver
  • The inbound channel applicable to this chat
  • Category
  • Any category that was automatically assigned to the chat message when it arrived in to Multichannel
  • Message
  • The subject as selected by the customer who initiated the chat
  • Waited For
  • The length of time that the customer waited before abandoning the chat
  • Message
  • Click on the  icon to view the details of the chat in a separate window

Note – Escalated and pended messages will not appear in the report.

 

  1. Abandoned Chat  Summary By Day

This report summarises the number of abandoned chat messages per day and the average wait time and maximum wait time. 

 

  • Day
  • Each individual day is displayed, based on your initial timespan selection
  • Abandoned
  • The total number of chats abandoned by customers for the date displayed
  • Avg Wait
  • The average time that all customers waited before abandoning their chat request
  • Max Wait
  • The elapsed time for the customer who waited the longest before abandoning their chat request

Note – Escalated and pended messages will not appear in the report.

 

  1. Competition Details

For each competition that is run this report details the individuals that have entered the competition for the date range selected.

 

  • Created
  • The date / time stamp that the message was created in the application
  • Name
  • The name of the competition
  • Reason
  • The competition code applicable for this message
  • Queue
  • The queue that this message was received on
  • Contact
  • The senders contact detail for this message
  • Category Name
  • The current category assigned to this message.
  • Customer Ref1
  • The customerref1 of the customer record applicable to this message
  • First Name
  • The First Name as stored against the customer
  • Last Name
  • The Last Name as stored against the customer
  • Message
  • The message text / competition code applicable to this record
  • Message
  • Click on the  icon to view the details of the chat in a separate window

 

  1. Competition Summary

For each competition that is run this report summarises the total number of messages per category (as defined on the competition itself) that have entered the competition for the date range selected.

 

 

  • Name
  • The name of the competition being reported on
  • Category Name
  • The Category assigned to this competition in terms of the closed, entered or winner category’s that were assigned to the compeition
  • Count
  • The number of messages that have been received for the category displayed for this competition

 

  1. Message Delivery Detail

When message delivery notifications are being fed back in to your site the message delivery detail report details the receipt date and time for successful message deliveries and the status for all messages (delivered / errors etc.)

 

 

  • Name
  • The channel applicable to this message
  • Message
  • Click on the  icon to view the details of the chat in a separate window
  • Sent Date
  • The date this message was sent out of the application
  • Sender
  • The sender details for this message
  • Receiver
  • The receiver details for this message
  • Receipt
  • The receipt date / time stamp from the Telco / Email Server
  • Delivery
  • The delivery status applicable to the receipt (delivered, errors)
  • Message
  • The short message text applicable to the message
  • Contact
  • The primary contact from the customer record
  • Customer Ref1
  • The customer ref1 detail from the customer record applicable to this message
  • Customer Ref2
  • The customer ref2 detail from the customer record applicable to this message
  • Category
  • The category assigned to this outbound message
  • Created
  • The userid of the person who created this outbound message

 

  1. Message Delivery Summary

Summarises the delivery status counts for each of the queues that are enabled on your site.

 

  • Message Type
  • The channel applicable to this message
  • Delivery Status
  • The delivery status for the messages in the nominated queue
  • Queue
  • The message queue for outbound messages that match this delivery status
  • Count
  • The total number of messages applicable to the message type / delivery status / queue
  1. Message History By Category

Details the individual message details for all messages categorised as per the selected category for the date selected

 

  • Click on this icon for a new window to be opened with the customer console displaying the customer applicable to the row on the report, close this window when finished to return to the report
  • Scheduled
  • The date / time stamp that the messages was received in to / scheduled to be sent out of Multichannel
  • User
  • The userid of the agent that processed this message
  • Team
  • The team that the user belongs to currently
  • Category
  • The category assigned to this message
  • Sub Category
  • The sub category assigned to this message
  • Message Type
  • The channel applicable to this message
  • Message Direction
  • Whether the message was an inbound or outbound message
  • Sender
  • If an inbound message this is the account details where the customer sent the message from (i.e. senders email address, mobile number).
  • If an outbound message this is the queue used to send the message out of Multichannel
  • Receiver
  • If an inbound message this is the queue used to send the message in to Multichannel
  • If an outbound message this is where we are sending the message to (i.e. recipients email address, mobile number)
  • Message
  • If a chat message then this is the chat subject as defined by the customer when they initiated the chat session.
  • For all other messages this is the short message text applicable to the message
  • Message
  • Click on the  icon to view the details of the chat in a separate window

 

  1. Message History By Team

Details the individual message details for all messages for the nominated team for the date selected

 

  • Click on this icon for a new window to be opened with the customer console displaying the customer applicable to the row on the report, close this window when finished to return to the report
  • Date / Time
  • The date / time stamp that the messages was received in to / scheduled to be sent out of Multichannel
  • User
  • The userid of the agent that processed this message
  • Team
  • The team that the user belongs to currently
  • Category
  • The category assigned to this message
  • Sub Category
  • The sub category assigned to this message
  • Message Type
  • The channel applicable to this message
  • Message Direction
  • Whether the message was an inbound or outbound message
  • Sender
  • If an inbound message this is the account details where the customer sent the message from (i.e. senders email address, mobile number).
  • If an outbound message this is the queue used to send the message out of Multichannel
  • Receiver
  • If an inbound message this is the queue used to send the message in to Multichannel
  • If an outbound message this is where we are sending the message to (i.e. recipients email address, mobile number)
  • Message
  • If a chat message then this is the chat subject as defined by the customer when they initiated the chat session.
  • For all other messages this is the short message text applicable to the message
  • Message
  • Click on the  icon to view the details of the chat in a separate window

 

  1. Message History By User

Details the individual message details for all messages for the nominated user for the date selected

 

  • Click on this icon for a new window to be opened with the customer console displaying the customer applicable to the row on the report, close this window when finished to return to the report
  • Date / Time
  • The date / time stamp that the messages was received in to / scheduled to be sent out of Multichannel
  • User
  • The userid of the agent that processed this message
  • Team
  • The team that the user belongs to currently
  • Category
  • The category assigned to this message
  • Sub Category
  • The sub category assigned to this message
  • Message Type
  • The channel applicable to this message
  • Message Direction
  • Whether the message was an inbound or outbound message
  • Sender
  • If an inbound message this is the account details where the customer sent the message from (i.e. senders email address, mobile number).
  • If an outbound message this is the queue used to send the message out of Multichannel
  • Receiver
  • If an inbound message this is the queue used to send the message in to Multichannel
  • If an outbound message this is where we are sending the message to (i.e. recipients email address, mobile number)
  • Message
  • If a chat message then this is the chat subject as defined by the customer when they initiated the chat session.
  • For all other messages this is the short message text applicable to the message
  • Message
  • Click on the  icon to view the details of the message in a separate window

 

  1. Rejected Message Details

Details the individual message details for all messages for the nominated user for the date selected

When a user is delivered a message via Gimme or off a break they have the option to reject the delivered message.  This report lists all of the messages by user that have been rejected in the date range as selected.

The date filter works on when the message was received in the application.

The report is ordered by oldest message first, then by the rejected timestamp.

It is possible for a message to get rejected several times (same users or different users). The message will show up multiple times in the report but with different rejection details.

 

 

  • Click on this icon for a new window to be opened with the customer console displaying the customer applicable to the row on the report, close this window when finished to return to the report.
  • If there is no icon displayed then it means that message concerned is not assigned to an individual customer and that there are multiple customers with the same contact detail (i.e. Mobile #) as is on the message
  • Rejected
  • The date / time stamp that the messages was rejected by this user
  • Date / Time
  • The date / time stamp that the messages was received in to the application
  • User
  • The userid of the agent that processed this message
  • Team
  • The team that the user belongs to currently
  • CustomerRef1
  • If a customer is assigned to this message then the applicable details from the customer record for CustomerRef1 will be displayed here
  • CustomerRef2
  • If a customer is assigned to this message then the applicable details from the customer record for CustomerRef2 will be displayed here
  • Sender
  • This is the account details where the customer sent the message from (i.e. senders email address, mobile number).
  • Receiver
  • This is the queue used to send the message in to the application.
  • Category
  • If a category has already been assigned to this message then the detail of the category will display here.
  • Message
  • This is the short message text applicable to the message
  • Message
  • Click on the  icon to view the details of the message in a separate window

 

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Last modified
13:33, 14 Sep 2014

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