Total Message Handling Duration
This data export field displays the amount of time that elapsed between a message reaching storm and being dealt with.
See also, Working Day Message Handling Duration, Message Handling Duration, Web Chat Duration Chart and Incoming Message Duration Chart.
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Historical Data Source |
CONTACT Data Records |
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Category |
Messages |
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Channels |
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Size (bytes) |
8 |
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Filter |
Total Message Handling Duration |
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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 9 seconds to send a reply to an incoming SMS text message.
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Total Message Handling Duration |
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2018-08-23 15:21:45 |
I |
07700900432 |
66663 |
Baz Parsons |
Replied |
6:09 |
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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 This is the sum of all durations on the outbound legs |
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 |
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Includes the duration across all 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):
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Equal to |
Greater than |
Less than |
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Not equal to |
Greater than or equal to |
Less than or equal to |