Definitions

Status - the status of the conversation, whether active or closed
Consumer name - the consumer’s name as recorded in the pre-chat survey
MCS - the Meaningful Conversation Score with a smiley, available for English language text analysis
Skill - the skill assigned to the conversation
Agent name - the name of the agent(s) assigned to the conversation; due to the continuous nature of messaging conversations, it is likely that more than one agent will have been active in conversation with the consumer over time
Agent group - the agent group that the agent(s) assigned to the conversation belong to
Last message time - the time the last message was sent, by either the agent or consumer, in the conversation
Start - the time the visitor first started a conversation with the agent (displayed in the visitor’s local time), or the time the agent resumed the conversation with the consumer
Duration - the time frame between when the consumer started the conversation until it was ended by either the consumer or the agent; or active conversations, the duration displayed here represents the time from the start of the conversation until the moment this data is viewed

Report abuse