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Engage Traffic Reports

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Traffic Reports

 

  1. Inbound Traffic By Hour

This report displays the total numbers of inbound messages per channel that have been received in to your site for the date range selected.  The totals are brokendown by hour where 0 = midnight to 1 am thru to 23 = 11pm to midnight.

 

 

  • Hour
  • The breakdown in hourly increments of the volume of traffic per channel.
  • 0 = midnight, 23 = 11 pm
  • SMS
  • The total number of messages that have been received into all SMS queues broken down in to the hourly bucket the message was received, note – channel only displayed if enabled for your site
  • Email
  • The total number of messages that have been received into all Email queues broken down in to the hourly bucket the message was received, note – channel only displayed if enabled for your site
  • Fax
  • The total number of messages that have been received into all Fax queues broken down in to the hourly bucket the message was received, note – channel only displayed if enabled for your site
  • Chat
  • The total number of messages that have been received into all Chat queues broken down in to the hourly bucket the message was received, note – channel only displayed if enabled for your site
  • Phone
  • The total number of messages that have been received into all Phone queues broken down in to the hourly bucket the message was received, note – channel only displayed if enabled for your site.
  • Twitter
  • The total number of messages that have been received into all Twitter queues broken down in to the hourly bucket the message was received, note – channel only displayed if enabled for your site

 

  1. Traffic by Queue

This report displays summary information for all message volumes by channel and queue for the date range selected. 

 

 

  • Channel
  • The channel applicable to the queue being reported on for the timespan selected
  • Queue
  • The individual queue that is being reported on for the timespan selected
  • Received
  • The count of all inbound messages received by queue for the timespan selected
  • Sent
  • The count of all sent messages by queue for the timespan selected (this includes auto responses, broadcast messages, sent by users, and system generated responses (i.e. from specific handlers)
  • Auto Responses
  • The count of all outbound auto responses by queue for the timespan selected
  • Broadcast Messages
  • The count of all outbound broadcast messages by queue for the timespan selected
  • Sent By Users
  • The count of all outbound manual messages by queue for the timespan selected that a user has either sent or forwarded a message.
  • Sent By System
  • The count of all outbound system messages by queue for the timespan selected (ie. automatic messages from handlers)

 

  1. Traffic Overview by Day

This report displays summary information for all message volumes by for the channel and date range as selected. 

 

 

  • Day
  • The individual day that is being reported on (based on the timespan selected)
  • Channel
  • The channel being reported on for the date displayed
  • Inbound
  • The count of all inbound messages received for the date displayed
  • Queued
  • The count of all inbound messages that were queued to agents for the date displayed
  • Auto Closed
  • The count of all inbound messages that were automatically closed for the date displayed
  • Closed
  • The count of all inbound messages that were closed by an agent for the date displayed
  • Bounce Notifications
  • The count of all bounced notification messages received for the date displayed
  • Outbound
  • The sum of the broadcast messages + outbound by agents for the date displayed
  • Auto Responses
  • The count of all outbound auto responses for the date displayed
  • Broadcast Messages
  • The count of all outbound broadcast messages for the date displayed
  • Outbound By Agents
  • The count of all outbound manual messages for the date displayed
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