Shortest Agent Response Time per SM Session
This data export field displays the shortest 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 |
Shortest Agent 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 agent Edward took 1 minute to respond to the guest's first message and then took 5 minutes to respond to the last in a set of continuous messages from the guest. There were no further message exchanges before the conversation ended.
The Shortest Agent Response Time per SM Session value was therefore 1 minute.
Call Date/Time |
Inbound/Outbound |
Agent SM Messages per SM Session |
Shortest Agent Response Time per SM Session |
|
|
2018-08-03 17:15:18 |
I |
6007 |
2 |
1:00 |
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 |