Working Day Message Handling Duration
This data export field displays the amount of time that elapsed between a message reaching storm and being dealt with. Any part of the duration falling on a non-working day (such as a weekend or a public holiday) is excluded.
Note: Saturday and Sunday are excluded automatically. Any other non-working day must be configured by Content Guru.
See also, Total 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 |
Working Day 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 an email that was sent by a customer at 5:17 PM on Friday 7 January 2022 and then replied to by agent Baz Parsons at 9:13 AM on Monday 10 January 2002. As the transmission and processing times spanned Saturday and Sunday, the value reported in the Working Day Message Handling Duration field is 48 hours less than the value reported in the Total Message Handling Duration field.
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Working Day Message Handling Duration |
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2022-01-07 17:17:31 |
I |
mc@gmail.com |
Baz Parsons |
Replied |
63:56:22 |
15:56:22 |
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2022-01-10 09:13:52 |
O |
tm832@cuvox.com |
Baz Parsons |
Replied |
63:56:22 |
0:00:00 |
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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Always 0 |
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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Always 0 |
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 |