Longest Guest Response Time per SM Session
This data export field displays the longest agent response time to a message from the guest 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.
Historical Data Source |
CONTACT Data Records |
Category |
Digital Channels |
Channels |
(except Twitter Public and Facebook Public) |
Size (bytes) |
8 |
Filter |
Longest Guest Response Time per SM Session |
Dimension |
None |
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.
|
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 Longest Guest Response Time per SM Session value was therefore 45 seconds.
Call Date/Time |
Inbound/Outbound |
Guest SM Messages per SM Session |
Longest Guest Response Time per SM Session |
|
|
2018-08-03 17:15:18 |
I |
6007 |
2 |
0:45 |
Edward Redwood |
Filter
Filter by using any of the following relational operators on your chosen value(s):
Equal to |
Greater than |
Less than |
Not equal to |
Greater than or equal to |
Less than or equal to |