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What is the omnichannel engagements reporting API
Posted Nov 13, 2024
The omnichannel engagements reporting API has been launched as an Early Access Program (EAP) for eligible customers to access the engagements dataset. At the time of this EAP launch, only messaging events are supported with this API. However, there are plans to include events from email, Talk and bots so customers can get a holistic cross-channel view using this dataset in 2025.
You can sign up for the EAP here. Learn more about how to use the API in our developer docs.
What is an engagement?
Engagements represent individual legs of agent interactions in the overall ticket lifecycle. Metrics start getting measured when an agent interacts with a messaging ticket with active conversations (with an end user reply in the last 10 minutes).
Metrics and attributes in the engagement dataset
Engagement metrics
This section lists and defines all of the engagement metrics available together with their calculation.
-
Engagement duration:
Time from start of engagement to the end of engagement
VALUE(Engagement End time - Engagement Start time) -
Engagement - Offer time to agent:
Time from when the ticket was offered to the agent that eventually accepted the assignment to when the agent accepted the assignment
VALUE(Latest accepted time - Latest offered time) -
Engagement - Assignment to First Reply:
Time from assignment to agent’s first response. This excludes offer state, and engagements outside of business hours.
VALUE(Agent first message time - Ticket assignment time) -
Agent messages:
Number of messages sent by an agent during an engagement.
COUNT(Agent interactions) -
Engagement - Average Requester Wait Time:
The average time between an end user response and the agent’s reply during the engagement. SUM(Total Response Time on Active Assigned Conversation) / COUNT(Agent replies on Active Assigned Conversations) -
Engagement - Longest Requester Wait Time:
The longest time between an end user response and the agent’s reply during the engagement.
MAX(Response Time on Active Assigned Conversations) -
Engagement start reason:
The reason an engagement started.
No calculation -
Engagement end reason:
The reason an engagement ended.
No calculation -
Ticket status - Start of engagement:
The status assigned to the ticket at the start of the engagement.
No calculation -
Ticket status - End of engagement:
The status assigned to the ticket at the end of the engagement.
No calculation
Engagement attributes
This section lists and defines all the engagement attributes available.
- Engagement Id: The system ID of the engagement.
- Ticket Id: The system ID of the ticket.
- Agent Id: The ID of the agent.
- Channel: The channel through which the agent and end user are interacting. For this EAP, the only possible value is “Messaging”.
- Group ID: The ID number of the group.
- Requester ID: The ID number for a messaging ticket's requester.
- Engagement start reason: The reason an engagement started.
- Engagement end reason: The reason an engagement ended.
- Ticket Status - Start: The ticket’s status at the start of the engagement.
- Ticket Status - End: The ticket’s status at the end of the engagement.
- Start Time of Engagement: Timestamp of when the engagement started
- End Time of Engagement: Timestamp of when the engagement ended
Engagement start and end reasons
The engagements dataset provides engagement start and end reasons to show how and why an interaction with an agent had started and ended.
Engagement start reasons
This section lists engagement start reasons and their description.
-
Routing assignment accepted:
This can happen if:- The agent has been assigned a ticket from the routing engine.
- The agent accepts an offered assignment
- The agent accepts an offered assignment from a group or a queue transfer
-
Assigned:
The agent as a sole agent in a Support group is assigned a ticket. -
Manual assignment:
This can happen as a result of:- The agent manually assigning themselves a new ticket from the Support view
- A supervisor manually assigning the target agent a new ticket from the Support view
-
Reopened:
The agent changes the status from Pending, On-hold, or Solved to Open -
Transferred:
The agent is a recipient of a transferred messaging ticket
Engagement end reasons
This section lists engagement end reasons and their description.
-
Inactivity timeout: The messaging ticket becomes inactive when an end user hasn’t sent a reply in the last 10 minutes.
NOTE: For customers with omnichannel routing enabled, if Messaging activity routing is enabled, the engagement will not end when the ticket becomes inactive. - Agent closed conversation: The agent ends the messaging session. This is only available when customers allow agents to end messaging sessions.
- Transferred: The agent transfers the messaging ticket to another agent or Support group.
- Ticket status updated - Pending/On Hold: The agent changes the status from Open to Pending or On-hold.
- Ticket status updated - Solved: The agent changes the status from Open to Solved.
What are some key limitations in using engagements?
Retention period for Open Engagements
Ongoing engagements can only be stored for 14 days. This means that if an engagement has started and has not ended in 14 days, that engagement will not be logged in the engagement reports.
To address this, consider managing your ongoing workflows with features like the auto-release capacity setting.
Types of agent activity that can be reported as an engagement
Engagements reporting relies solely on Work Items taking up capacity for any given agent across channels. For customers with omnichannel routing enabled, this might change how engagements are reported.
When inactive conversations count towards agent capacity
When this setting is enabled, messaging engagements will remain open and continue to count towards key metrics like engagement duration.
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