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.

Interaction  progression
Send message		storm access point		Enter IVR		Leave  IVR   Enter queue		Agent receives message		End session		End wrap
	Call Date/Time Call End Date/Time				Time Spent in IVR
	Time to Connect
							Original Queue Wait Time Last Queue Wait Time Total Queue Wait Time
									Message Handling Duration
			Total Message Handling Duration
			Working Day Message Handling Duration
									SM Session*
											Wrap Time

 

* 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