- 05 Nov 2022
- 5 Minutes To Read
- Updated On 05 Nov 2022
- 5 Minutes To Read
The Contact Timestamps gives you detailed information about what happened to Contacts, and who was involved.
How Data in the report is measured
The report is measured by the following:
- Grouped by Event.
- Data is time anchored using using 'Time of event' in the UI, which is when the Contact event occurred or was recorded.
Metrics used for the Contact Timestamps report
Review the definition of each metric and how it's used. These are fields you'll also see in the CSV download. These fields also correspond to data made available in the Events API.
|Timestamp||Timestamp when the event was recorded|
|Event Type||Type of event that occurred||Options include:|
|Contact ID||Gladly ID for the Contact|
|Conversation ID||Gladly ID for the Conversation|
|Customer ID||Gladly ID for the Customer|
|Channel||Channel of the Contact||Options include:|
|Initiator Type||Entity that performed the action||Options include: CUSTOMER, AGENT, AUTOMATION (Rules), INTERNAL, EXTERNAL, APPLICATION (action performed via API), SYSTEM (action by the Gladly system)|
|Initiator ID||ID of the Agent, Rule, etc. that performed the action, where applicable|
|Initiator Agent Name||Name of the Agent who performed the action, if applicable|
|Assigned Inbox ID||ID of the Inbox where the Contact is assigned before the event occurred|
|Assigned Inbox Name||Name of the Inbox where the Contact is assigned before the event occurred|
|Assigned Agent ID||ID of the Agent who is assigned to the Contact before the event occurred|
|Assigned Agent Name||Name of the Agent who is assigned to the Contact before the event occurred|
|Target Agent ID||ID of the Agent who is the target of the event action||For example, the agent being offered a Contact is provided as the target|
|Target Agent Name||Name of the Agent who is the target of the event action|
|Transferred To Agent ID||ID of the Agent who is receiving the Transfer|
|Transferred To Agent Name||Name of the Agent who is receiving the Transfer|
|Transferred To Inbox ID||ID of the Inbox that is receiving the Transfer|
|Transferred To Inbox Name||Name of the Inbox that is receiving the Transfer|
|Transferred Type||Type of Transfer, cold or warm||Options include: COLD, WARM|
|Transferred Reason||Reason the Contact was transferred||Options include: AUTOMATION (Rules), MANUAL (Transferred by an Agent), MERGE (Customer was merged), UNKNOWN|
|Due At||Target due date set for the Contact|
|Fulfilled Type||Category of how the Contact was fulfilled||Options include: RESPONDED, CANCELED|
|Ended Reason||Reason the Contact was ended||Options include:|
|Ended Status||The final status of the Contact||Options include: ABANDONED, ANSWERED, UNANSWERED, UNKNOWN|
|Hold Reason||Reason associated with the Hold when it started or ended||Options include: COLD_TRANSFER, CONFERENCE, MANUAL, WARM_TRANSFER|
|Rejected Reason||Category of why the Contact offer was rejected||Options include: DECLINED, MISSED, TRANSFER_CANCELED, or DEVICE_ERROR|
|Message ID||Gladly ID for the Message sent or received|
|Payment Currency||Currency used for the payment request|
|Payment Amount||Amount provided in the payment request|
|Payment Status||Payment request status||Options include|
REQUESTING: Waiting for input from the customer
SUBMITTED: Customer has submitted details
COMPLETED: Agent has completed the transaction
DECLINED: Customer has declined the request
ERROR: Error occurred while saving the credit card
TIMED_OUT: Chat Contact timed out due to inactivity
|Match Reasons||Comma-separated list of Reason(s), configured in People Match, that the Customer was matched with the Agent.||Options vary by configuration.|
|Fulfilled by Contact ID||Gladly ID for the Contact that fulfilled this Contact (if applicable)|
|Entry Point||For an inbound Contact, the "To" address (phone number, email address, Sidekick ID, etc.) that the Customer reached out to|
|Final IVR Selection||Final selection made in the IVR before the Contact is queued|
How the Contact Timestamps report is filtered
Use these filters to modify the data in your report. You can learn more about filters here.
- When filtering by date, you will see any events recorded within that date range. This corresponds to the "Timestamp" field.
How to use the Contact Timestamps report
The Contact Timestamps report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:
|Identify phone calls abandoned in queue.|
|Find the Contacts offered to an Agent for that day, and whether they accepted, missed, or declined the offers.|
|Understand which Inboxes are receiving transfers.|
Why are some Event Types not recorded before a certain date?
New types of events have been created over time, so you may not see events before the date they were added.