Incoming Message Duration Chart
This chart shows relative durations for SMS, email, and social media interactions handled by storm as recorded by the duration fields in the CONTACT Data Records Data Source.
Click on a field name to see more information about how data is recorded in that field. Key to chart
Interaction progression 
|
Send message |
storm access point |
Enter IVR |
Leave IVR
Enter queue |
Agent receives message |
End session |
End wrap |
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SM Session* |
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* This duration applies to the follow data export fields:
Avg Agent Response Time per SM Session
Longest Agent Response Time per SM Session
Shortest Agent Response Time per SM Session
Avg Guest Response Time per SM Session
Longest Guest Response Time per SM Session
Shortest Guest Response Time per SM Session