MetricContactsName

Enum

CONTACT_ANSWERED_AFTER_FIRST_MESSAGE_DURATION

Average response time between a customer's first question and the agent's answer.

Supported channels: CHAT, FACEBOOK, FACEBOOK_BUSINESS_ON_MESSENGER, SMS, WHATSAPP, APPLE_BUSINESS_CHAT, GOOGLE_BUSINESS_MESSAGES Supported projects: No project filter (all), a single project or multiple projects

CONTACT_ANSWERED_DURATION

Average response time between a customer's request and the agent's response.

Supported channels: CHAT, FACEBOOK, FACEBOOK_BUSINESS_ON_MESSENGER, SMS, WHATSAPP, APPLE_BUSINESS_CHAT, GOOGLE_BUSINESS_MESSAGES Supported projects: No project filter (all), a single project or multiple projects

CONTACT_CLOSED_AFTER_LAST_MESSAGE_DURATION

Average amount of time between the visitor's last message and the closing of the chat discussion on the panel.

Supported channels: CHAT, FACEBOOK, FACEBOOK_BUSINESS_ON_MESSENGER, SMS, WHATSAPP, APPLE_BUSINESS_CHAT, GOOGLE_BUSINESS_MESSAGES Supported projects: No project filter (all), a single project or multiple projects

CONTACT_DURATION

Average length of all contacts, the length of a contact being defined as the difference between the end time (closure) and start time.

Supported channels: All Supported projects: No project filter (all), a single project or multiple projects

CONTACT_NUMBER

Number of contacts initiated during the selected period.

Supported channels: All Supported projects: No project filter (all), a single project or multiple projects

CONTACT_RECEIVED_MESSAGE_NUMBER

Total number of messages within a conversation received by the agents.

Supported channels: All Supported projects: No project filter (all), a single project or multiple projects

CONTACT_SENT_MESSAGE_NUMBER

Total number of messages within a conversation sent by the agents.

Supported channels: All Supported projects: No project filter (all), a single project or multiple projects

CONTACT_UNANSWERED_NUMBER

Number of contacts initiated by a visitor with no response from an agent.

Supported channels: All Supported projects: No project filter (all), a single project or multiple projects

TRANSACTION_AMOUNT_PER_CONTACT

Average turnover generated for each conversation done

Supported channels: All Supported projects: No project filter (all), a single project or multiple projects