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.

There is a single inbound leg only in a social media session. The value is written to this leg.

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.

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.

Filter by using any of the following relational operators on your chosen value(s):