Avg Guest Response Time per SM Session
This data export field displays the average guest response time to the agent's messages in the social media session.
A digital channel session (or conversation) is defined from when the first message was received by the agent to when either the guest or the agent ended the session. An agent ends a digital channel session by clicking the Done button in storm DTA.
See also, Incoming Message Duration Chart.
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Historical Data Source |
CONTACT Data Records |
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Category |
Digital Channels |
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Channels |
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Size (bytes) |
8 |
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Filter |
Avg Guest Response Time per SM Session |
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Dimension |
None |
(except Twitter Public and Facebook Public)The average value is calculated by summing each duration between the guest's reply and the agent's previous message (or the most recent message in a continuous set of previous messages) and dividing the sum by the number of times the guest replied.
There is a single inbound leg only in a social media session. The value is written to this leg.
Format
By clicking the current duration format, you can select another format, which may be more appropriate for your report.
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The 'Seconds' format shows decimal places; the 'Seconds (Integer)' format does not. |
Example
This data export report is for a Facebook Messenger conversation in which the guest took 15 seconds to respond to agent Edward's first message and then took 45 seconds to respond to the last in a set of continuous messages from the agent. There were no more message exchanges before the conversation ended.
The Avg Guest Response Time per SM Session value was calculated by dividing the sum of the guest response times (60 seconds) by the two guest responses, which was 30 seconds for the session.
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Call Date/Time |
Inbound/Outbound |
Guest SM Messages per SM Session |
Avg Guest Response Time per SM Session |
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2020-06-26 13:15:18 |
I |
6007 |
2 |
0:30 |
Edward Redwood |
Filter
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Not equal to |
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