Facebook Queues for Direct Messages

This report displays the total number of incoming Facebook Direct messages (DMs) that entered ACD queues, allowing you to check on historical queue performance. It also provides information such as agent handling durations. You can filter the dashboard report to show statistics for particular queues.

Basic Information

Category	Queue
Custom or data export	Custom
Channels
Historical Data Source	CONTACT Data Records
Supported formats
Key to table

Metrics

The report is broken down by the Queue, Date, and Hour dimensions. The following metrics are displayed for each queue, or for the hour of the day on a selected date for a selected queue.

Metric	Description
Facebook DMs	The number of Facebook Direct Messages.
Facebook DM Handling Duration	The total time taken by agents to handle Facebook Direct messages. In HH:MM:SS
Avg Facebook DM Handling Duration	The average time taken by an agent to handle a Facebook Direct message. In MM:SS

Report Filters

Filter	Setting	Configurable on dashboard?
Queue	Includes statistics for all queues.	Yes. Use the filter to include or exclude individual queues.

For instructions on applying filters to a dashboard report, see Filter a Historical Report'.