Table

Description

Remarks

ID

System ID

-

Channel

Channel Name

WhatsApp, Messenger, Instagram, WeChat

Contact Name

Customer Display Name

-

Contact Number

Customer Phone Number

Can be the ID of Channels if no phone number is provided

User

Chatroom Assigned Agents’

-

Direction

Message Direction

Inbound/System/Outbound

Status

Message Status

Read/Received

Body

Message Content

-

Media

Message Media Reference

-

Message At

The Related Message Timestamp

Format: 2024-06-08
10:01:53

Sent At

For Chatbot Auto Message

-

Delivered At

For Chatbot Auto Message

-

Read At

Agent Read Message Timestamp

-

Read By

Read By Agents

-

Template Message

Message Type of WhatsApp Message Templates

Yes/No

Auto Message

Message Sent by Chatbot

-

Table

Description

Remarks

Staff Name

Agent's Name

-

Staff Email

Agent's Email

-

Date

Report Date

It can be multiple, depends on the report range

Total
- Inbound
- Outbound
- Engagement
- Engagement Rate

Inbound: Not counting total message.
Eg: Customer send 2 messages at 9.01 and 9.12 > count 1 message

Outbound: Agent reply to at least one customer message > count 1 message

Engagement: The count if the pair inbound and outbound occur daily.

Engagement Rate: The rate at which the pair of inbound and outbound occurrences happens.

-

Total (Unique Chat)
- Inbound
- Outbound
- Engagement
- Engagement Rate

Inbound: Total touch agent by phone number.

Outbound: Total number of tickets handled under a phone number.

Engagement: The count if the pair of inbound and outbound occurrences happen within a specified date range.

Engagement Rate: The rate at which the pair of inbound and outbound occurrences happens.

Engagement: In a given date range, if a customer interacts multiple times with the agent in the chatroom, count it as one engagement.

An "Engagement" is defined as: The customer contacting and interacting with the agent, and the agent responding back to the customer.

Table

Description

Example

Total Handle Customer

Total number of customers who have responded to messages.

Total Assigned To

The count of assignments between agents

Agent A:
Assign Chat to Agent B and Agent C

Result:
Agent A (2)

Total Assigned Case

The number of users assigned, excluding those assigned by system

Not included in the number uploaded by excel import.

Agent A/User >
Assign to Agent B
Agent C/User > Assign to Agent B

Result:
Agent B (2)

Total Close Case

Number of Close Cases

A chatroom can have multiple cases.

0900 Case Open > Chat Message > 1000 Case Closed
&
1300 Case Open > Chat Message > 1600 Case Closed

Result: 2 Close Case

Average Response Time

Reply Message + Average Time of Assigned To Agent
(In Ticket Open Status)

Chat 1:
0900 [Customer] "Hi"
0910 [CS] "How may I assist you today?"

Chat 2:
0900 [Customer] "Hi, I would like to request a refund"
0905 [CS] - Assign to After-Sales Service

Time Calculation:(10min + 5min) /2

*Calculate in Seconds

Average Handle Time

Average Response Time
(In Ticket Open Status)

Situation 1:
👦Customers send messages in
👦: Hi there (0900)👧: Hi How may I assist you? (0910)👦: I would like to inquire about the discounts are available now. (0911)
👧: Sure, Here you go. (0912)

Calculation:[(0910-0900) + {0912-0911)] /2
---------------------------------------

Situation 2:
👦Customers send messages continuously
👦Hi there (0900)
👦I would like to inquire about the discounts are available now. (0911)
👧Hi How may I assist you? (0912)

Calculation:[(0912-0900) + (0912-0911)] /2

*Calculate in Seconds

Average Close Time

Calculate the average time from opening to closing for a case.

0900 Case Open > Chat Message > 1000 Case Closed
&
1300 Case Open > Chat Message > 1600 Case Closed

Calculation:[(1000-0900) + (1600-1300)] /2

*Calculate in Seconds