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 DurationWeb Chat Duration Chart and Incoming Message Duration Chart.

Historical Data Source

CONTACT Data Records

Category

Messages

Channels

     

Size (bytes)

8

Filter

Message Handling Duration

Dimension

None

Key to symbols

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 shows that it took agent Baz Parsons 6 minutes and 7 seconds to reply to an incoming SMS text message.

Message Handling Duration

2018-08-23 15:21:45

I

07700900432

66663

Baz Parsons

Replied

6:07

2018-08-23 15:27:57

O

66663

07700900432

 

 

 

Detail

The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.

 

 

 

 

 

  

External

storm

storm user

INCOMING SMS TEXT

 
 

OUTGOING SMS TEXT

Agent-initiated or reply

 

 

 

 

 

 

Populated if email is actioned

For a requeued message, this excludes the time spent waiting in the queue following the requeue

INCOMING EMAIL

 
   

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

 

 

 

 

 

Includes the duration across all sessions in transferred web chats

WEB CHAT

 

 

 

 

 

 

INCOMING SOCIAL MEDIA MESSAGE

 
 

SOCIAL MEDIA MESSAGE REPLY

 

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