The omnichannel engagements dataset contains metrics and attributes that relate to when an agent is interacting with a customer within one channel. Supervisors can use this information to create reports that give them an in-depth look at which tickets agents have interacted with, on which channel, for how long, and why the interaction started or ended.
This article contains the following topics:
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 ticket or, for messaging, with active conversations that have had an end-user reply in the last 10 minutes.
- Retention period for open engagements: Ongoing engagements can be stored for only 14 days. This means that if an engagement started longer than 14 days ago but has not ended, that engagement will not be recorded for the engagement reports. To address this, consider managing your ongoing workflows with auto-release capacity setting.
-
Agent activities that can be reported as an engagement: Engagement
reporting relies on work items taking up capacity for
any given agent across channels. For customers with omnichannel routing
enabled, this changes how engagements are reported. For example:
- When inactive conversations count
towards agent capacity
When this setting is enabled, messaging engagements will remain open and continue to count towards key metrics such as engagement duration.
- When agents switch channels from the
composer, only select channel changes can be detected:
- From messaging to voice
- From email to voice
- When inactive conversations count
towards agent capacity
- From messaging to email (unless the agent has ended the messaging conversation and the admin has the "transform to email" setting enabled).
- From voice to email
For these workflows, the following channel engagement will continue counting towards the latest engagement detected.
Omnichannel engagement metrics
This section lists and defines all of the engagement metrics available.
| Metric | Definition | Calculation |
| Engagement duration | Time from the 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 will exclude 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. | N/A |
| Engagement end reason | The reason an engagement ended. | N/A |
| Ticket status - Start of engagement | The status assigned to the ticket at the start of the engagement. | N/A |
| Ticket status - End of engagement | The status assigned to the ticket at the end of the engagement. | N/A |
Omnichannel engagement attributes
This section lists and defines all the engagement attributes available.
| Attribute | Definition |
| 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. Values are messaging or support. |
| Group ID | The ID number of the group. |
| Requester ID | The ID number for a ticket's requester. |
| Engagement start reason | The reason an engagement started. See Engagement start reasons. |
| Engagement end reason | The reason an engagement ended. See Engagement end reasons. |
| 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 reason attributes to show how and why an interaction with an agent started and ended.
Engagement start reasons
| Reason | Event |
| Routing assignment accepted | This happens when:
|
| Assigned | The agent as a sole agent in a group is assigned a ticket. |
| Manual assignment |
This happens when:
|
| 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
| Reason | Event |
| Inactivity timeout | The messaging ticket becomes inactive when an end user hasn’t
sent a reply in the last 10 minutes.
Note: If you've turned on omnichannel routing, and messaging activity
routing is turned on, the engagement will not
end when the ticket becomes inactive.
|
| Agent closed conversation | The agent ends the messaging session. This is only available when you allow agents to end messaging sessions. |
| Transferred | The agent transfers the ticket to another agent or 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. |
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