Messaging Report Definition
What the Messaging row type represents on a report, and what to expect in the resulting rows and columns.
The Messaging row type is a Summary-style report, described in full on Row Types. Summary reports aggregate values for a given grouping rather than listing individual records; each row represents one member of that grouping.
| What | Description |
|---|---|
| It Represents | A grouping by SMS/text messaging interactions. |
| To Expect | One row of messaging-specific totals, such as chat event count and media type. |
Metrics
The Messaging row type offers 4 predefined metrics, listed below with their row-type-agnostic definitions.
| Metric | Definition |
|---|---|
Chat Event Count | The number of chat-handling events of a specified type associated with a report row's scope. |
Chat Media Type | The medium used for a given chat interaction — for example, web chat. |
Final Agent | The last agent associated with an event in a given call. |
Initial Agent | The first agent associated with an event in a given call. |
Updated about 6 hours ago