Message Handling Duration
This data export field displays the amount of time taken to process a text-based interaction, from the point it left the queue to the point the session ended. For a web chat, this is the point at which the agent ended the session. For other channels, it is when the message had been actioned by the agent.
See also, Total Message Handling Duration, Message Handling Duration, Web Chat Duration Chart and Incoming Message Duration Chart.
Historical Data Source |
CONTACT Data Records |
Category |
Messages |
Channels |
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Size (bytes) |
8 |
Filter |
Message Handling Duration |
Dimension |
None |
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 shows that it took agent Baz Parsons 6 minutes and 7 seconds to reply to an incoming SMS text message.
Message Handling Duration |
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2018-08-23 15:21:45 |
I |
07700900432 |
66663 |
Baz Parsons |
Replied |
6:07 |
2018-08-23 15:27:57 |
O |
66663 |
07700900432 |
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Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
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External |
storm |
storm user |
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INCOMING SMS TEXT |
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OUTGOING SMS TEXT Agent-initiated or reply |
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Populated if email is actioned For a requeued message, this excludes the time spent waiting in the queue following the requeue |
INCOMING EMAIL |
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Initiate Reply Forward Followed Up |
OUTGOING EMAIL or ACTION on INCOMING EMAIL |
Ignore Delete Requeue Complete Follow Up Followed Up |
For a requeued message, this is the time spent waiting in the queue after the requeue |
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Includes the duration across all sessions in transferred web chats |
WEB CHAT |
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INCOMING SOCIAL MEDIA MESSAGE |
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SOCIAL MEDIA MESSAGE REPLY |
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 |