/AWS1/CL_CNTCHATCONTACTMETRICS¶
Information about the overall participant interactions at the contact level.
CONSTRUCTOR¶
IMPORTING¶
Optional arguments:¶
iv_multiparty TYPE /AWS1/CNTNULLABLEBOOLEAN /AWS1/CNTNULLABLEBOOLEAN¶
A boolean flag indicating whether multiparty chat or supervisor barge were enabled on this contact.
iv_totalmessages TYPE /AWS1/CNTCOUNT /AWS1/CNTCOUNT¶
The number of chat messages on the contact.
iv_totalbotmessages TYPE /AWS1/CNTCOUNT /AWS1/CNTCOUNT¶
The total number of bot and automated messages on a chat contact.
iv_totalbotmsglengthinchars TYPE /AWS1/CNTCOUNT /AWS1/CNTCOUNT¶
The total number of characters from bot and automated messages on a chat contact.
iv_conversationclosetimein00 TYPE /AWS1/CNTDURATIONMILLIS /AWS1/CNTDURATIONMILLIS¶
The time it took for a contact to end after the last customer message.
iv_conversationturncount TYPE /AWS1/CNTCOUNT /AWS1/CNTCOUNT¶
The number of conversation turns in a chat contact, which represents the back-and-forth exchanges between customer and other participants.
iv_agentfirstresponsetsmp TYPE /AWS1/CNTTIMESTAMP /AWS1/CNTTIMESTAMP¶
The agent first response timestamp for a chat contact.
iv_agentfirstrsptimeinmillis TYPE /AWS1/CNTDURATIONMILLIS /AWS1/CNTDURATIONMILLIS¶
The time for an agent to respond after obtaining a chat contact.
Queryable Attributes¶
MultiParty¶
A boolean flag indicating whether multiparty chat or supervisor barge were enabled on this contact.
Accessible with the following methods¶
| Method | Description |
|---|---|
GET_MULTIPARTY() |
Getter for MULTIPARTY, with configurable default |
ASK_MULTIPARTY() |
Getter for MULTIPARTY w/ exceptions if field has no value |
HAS_MULTIPARTY() |
Determine if MULTIPARTY has a value |
TotalMessages¶
The number of chat messages on the contact.
Accessible with the following methods¶
| Method | Description |
|---|---|
GET_TOTALMESSAGES() |
Getter for TOTALMESSAGES, with configurable default |
ASK_TOTALMESSAGES() |
Getter for TOTALMESSAGES w/ exceptions if field has no value |
HAS_TOTALMESSAGES() |
Determine if TOTALMESSAGES has a value |
TotalBotMessages¶
The total number of bot and automated messages on a chat contact.
Accessible with the following methods¶
| Method | Description |
|---|---|
GET_TOTALBOTMESSAGES() |
Getter for TOTALBOTMESSAGES, with configurable default |
ASK_TOTALBOTMESSAGES() |
Getter for TOTALBOTMESSAGES w/ exceptions if field has no va |
HAS_TOTALBOTMESSAGES() |
Determine if TOTALBOTMESSAGES has a value |
TotalBotMessageLengthInChars¶
The total number of characters from bot and automated messages on a chat contact.
Accessible with the following methods¶
| Method | Description |
|---|---|
GET_TOTALBOTMSGLENGTHINCHARS() |
Getter for TOTALBOTMESSAGELENGTHINCHARS, with configurable d |
ASK_TOTALBOTMSGLENGTHINCHARS() |
Getter for TOTALBOTMESSAGELENGTHINCHARS w/ exceptions if fie |
HAS_TOTALBOTMSGLENGTHINCHARS() |
Determine if TOTALBOTMESSAGELENGTHINCHARS has a value |
ConversationCloseTimeInMillis¶
The time it took for a contact to end after the last customer message.
Accessible with the following methods¶
| Method | Description |
|---|---|
GET_CONVERSATIONCLOSETIMEI00() |
Getter for CONVERSATIONCLOSETIMEINMIL00, with configurable d |
ASK_CONVERSATIONCLOSETIMEI00() |
Getter for CONVERSATIONCLOSETIMEINMIL00 w/ exceptions if fie |
HAS_CONVERSATIONCLOSETIMEI00() |
Determine if CONVERSATIONCLOSETIMEINMIL00 has a value |
ConversationTurnCount¶
The number of conversation turns in a chat contact, which represents the back-and-forth exchanges between customer and other participants.
Accessible with the following methods¶
| Method | Description |
|---|---|
GET_CONVERSATIONTURNCOUNT() |
Getter for CONVERSATIONTURNCOUNT, with configurable default |
ASK_CONVERSATIONTURNCOUNT() |
Getter for CONVERSATIONTURNCOUNT w/ exceptions if field has |
HAS_CONVERSATIONTURNCOUNT() |
Determine if CONVERSATIONTURNCOUNT has a value |
AgentFirstResponseTimestamp¶
The agent first response timestamp for a chat contact.
Accessible with the following methods¶
| Method | Description |
|---|---|
GET_AGENTFIRSTRESPONSETSMP() |
Getter for AGENTFIRSTRESPONSETIMESTAMP, with configurable de |
ASK_AGENTFIRSTRESPONSETSMP() |
Getter for AGENTFIRSTRESPONSETIMESTAMP w/ exceptions if fiel |
HAS_AGENTFIRSTRESPONSETSMP() |
Determine if AGENTFIRSTRESPONSETIMESTAMP has a value |
AgentFirstResponseTimeInMillis¶
The time for an agent to respond after obtaining a chat contact.
Accessible with the following methods¶
| Method | Description |
|---|---|
GET_AGNTFIRSTRSPTIMEINMILLIS() |
Getter for AGENTFIRSTRSPTIMEINMILLIS, with configurable defa |
ASK_AGNTFIRSTRSPTIMEINMILLIS() |
Getter for AGENTFIRSTRSPTIMEINMILLIS w/ exceptions if field |
HAS_AGNTFIRSTRSPTIMEINMILLIS() |
Determine if AGENTFIRSTRSPTIMEINMILLIS has a value |