Note:
The Customer Experience (CEX) and Post-Call Survey (PCS) Analytics application has reached end of life. Starting August 20th, 2025, CEX/PCS will no longer be available as a standalone product. For more information, refer to this Help Center article.
Digital Channels report glossary
The following metrics are available in the report:
Metric | Description |
|---|---|
Time | The time when the interaction was created (timestamp). |
Customer Name | Displays the name of the customer. |
Customer Email | Displays the customer's email address. |
Customer Phone | Displays the customer's phone number. |
Twitter ID | Displays the Twitter ID of the customer that reached the Contact Center via Twitter chat. |
Facebook ID | Displays the Facebook ID of the customer that reached the Contact Center via Facebook chat. |
Media Type | Displays the media type for the digital interaction:
|
Direction | Indicates whether the interaction is inbound or outbound. |
Channel ID | Displays the channel through which an incoming interaction was directed. |
Queue Name | Displays the name of the queue through which the interaction was directed. |
Agent | Displays the name of the agent who handled the interaction. |
Outcome | Displays the last event of an interaction. |
Labels | Displays the events of an interaction from start to end. |
Interaction Duration | Displays the duration of the interaction calculated using this formula: Interaction Duration = Script treatment time + Queued time + handling time (without wrap-up). |
Creation Time | Displays the time when the interaction was created (timestamp). |
Time in Script | Displays the total time spent by the customer in the script, excluding the queued time. |
Queue Wait Duration | Displays the time the interaction spent waiting in a queue—from the time it entered the queue until the interaction was accepted. |
Offering Duration | Displays the duration between agent offer time and agent action time. |
Handling Duration | Displays the duration between agent action time and handling end time. |
Wrap Up Duration | Displays the duration between the start-post-processing (coincides with handling end time) and end-post-processing time. |
Processing Duration | Displays the time spent by all agents involved in the interaction session in the Handling and Wrap up states, calculated with this formula: |
Busy Duration | Displays the time all agents involved in interaction session have spent in the Offering, Handling, and Wrap up states, calculated with this formula: |
Time to Abandon | Displays the time an interaction spent waiting in a queue before being abandoned. |
Finished Time | Displays the timestamp when the interaction finished. |
Case Number | Displays the CRM case associated with the interaction. The case number is only mandatory for email interactions. |
Case Follow Up | Displays the CRM case follow-up associated with the interaction. |
Total Concurrent Interactions | Displays the number of total concurrent chat interactions handled by the agent. |
Max Concurrent Interactions | Displays the number of maximum concurrent chat interactions handled by the agent. |
Chat Language | Displays the language selected in the pre-chat form (configured from Configuration Manager).
|
Wrap Up Code | Displays the Menu Name of the wrap-up code list item used by the agent. |
Wrap Up Code List | Displays the wrap-up code list the code is part of. |
Wrap Up Code List ID | Displays the ID of the wrap-up code list the used code is part of. |
Wrap Up Code Text | Displays the Report Text of the wrap-up code list item used by the agent. |
Wrap Up Short Code | Displays the Short Code of the wrap-up code list item used by the agent. |
Wrap Up Code ID | Displays the ID of the wrap-up code list item used by the agent. |
Agent ID | Displays the unique identifier of the agent. |
Queue ID | Displays the unique identifier of the queue. |
Interaction ID | Displays the internal interaction ID of the Contact Center. |
Transaction ID | Also known as the "Token ID" or just "Transaction" in the old reports. |
Original Interaction ID | Displays the interaction ID of the original (parent) interaction. |
Original Transaction ID | Displays the transaction ID of the original (parent) interaction. |
External Transaction Data | Displays data such as the customer first name, last name, used to populate the transaction panel when an agent is offered the interaction. |
Agent Notes | Displays the notes added by agents for the interaction. |