Messaging Contacts Report

Overview

The Messaging Contacts Report provides detailed information about all digital interactions at the conversation level, such as interaction ID, channel type, interaction status, notes and dispositions, agent info, contact person info, etc.

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Interaction

An interaction consists of the full activity of communication between agents and callers, and contacts are subsets of an interaction (transfers or fallbacks to different ring groups).

Usage

Specify messaging_contacts as report type in the Explore API request path: /data/reports/messaging_contacts/jobs.

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Messaging Contacts Report metrics

Report Example

{
    "entries": [{
        "channel_type": "SMS",
        "contact_assigned_at": "2022-08-19 07:46:11",
        "contact_duration": 0.0009259259,
        "contact_finished_at": "2022-08-19 07:47:31",
        "contact_finished_reason": "MANUALLY CLOSED",
        "contact_id": "dc840686-9159-43a5-94fb-54fa2b0ee83a",
        "contact_person_channel_identifier": "+13308993827",
        "contact_person_id": "618ccc879fe88900194d5317",
        "contact_person_name": "",
        "contact_started_at": "2022-08-19 07:46:11",
        "conversation": "https://demo.talkdeskapp.com/atlas/apps/conversation-history/SMS/35d4a62d02ce473b878c20a8b3a3b7ce",
        "direct_assignment_user_id": null,
        "direct_assignment_user": null,
        "direction": "Outbound",
        "disposition_name": null,
        "handling_queues": "agents + julie",
        "interaction_duration": 0.0009837963,
        "interaction_finished_at": "2022-08-19 07:47:36",
        "interaction_id": "35d4a62d02ce473b878c20a8b3a3b7ce",
        "interaction_started_at": "2022-08-19 07:46:11",
        "interaction_status": "CLOSED",
        "is_virtual_agent": "NO",
        "notes": null,
        "queues": "agents + julie",
        "touchpoint_identifier": "+17742512323",
        "touchpoint_name": "xianyan test111",
        "transfer_out": "No",
        "user_id": "620f632ce8eca350158310d0",
        "user_name": "Pablo Diego",
        "virtual_agent_id": null,
        "virtual_agent_name": null,
        "wrap-up_duration": 0.00005787037
    }, {
        "channel_type": "EMAIL",
        "contact_assigned_at": "2022-08-23 02:50:38",
        "contact_duration": 0.7526852,
        "contact_finished_at": "2022-08-23 02:58:43",
        "contact_finished_reason": "MANUALLY CLOSED",
        "contact_id": "c12ba758-5167-403a-aa11-e0f2fac43f3a",
        "contact_person_channel_identifier": "[email protected]",
        "contact_person_id": "63034439faba8c001eaaefda",
        "contact_person_name": "",
        "contact_started_at": "2022-08-22 08:54:50",
        "conversation": "https://demo.taldeskapp.com/atlas/apps/conversation-history/EMAIL/f5a626721e914762bf049c711ec8084b",
        "direct_assignment_user_id": null,
        "direct_assignment_user": null,
        "direction": "Outbound",
        "disposition_name": null,
        "handling_queues": "jiali",
        "interaction_duration": 0.75309026,
        "interaction_finished_at": "2022-08-23 02:58:48",
        "interaction_id": "f5a626721e914762bf049c711ec8084b",
        "interaction_started_at": "2022-08-22 08:54:20",
        "interaction_status": "CLOSED",
        "is_virtual_agent": "NO",
        "notes": null,
        "queues": "jiali",
        "touchpoint_identifier": "[email protected]",
        "touchpoint_name": "testGmail",
        "transfer_out": "No",
        "user_id": "616d0559a89c8e632282d95a",
        "user_name": "Jiali Xiang",
        "virtual_agent_id": null,
        "virtual_agent_name": null,
        "wrap-up_duration": 0.00005787037
    }],
    "total": 220
}

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Data and Report Availability

Up to a month of data per request.

There are no limits on the data available regarding the timeframe.

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Messaging Contacts Report @ Explore API vs @ Reporting API - Data Availability and Data Freshness

Regarding data freshness, there is no difference between the Explore API and Reporting API. Both share the same assumptions of data and report availability.


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