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 Phone, email, or Web chat interactions arrive at a tenant on a channel. Virtual Contact Center uses skills based routing rules to place interaction requests into the appropriate Queue. ID
|
Displays the channel through which an incoming interaction was directed. |
| QueueA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. Name
|
Displays the name of the queue through which the interaction was directed. |
| AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents.
|
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:
Processing Duration = Handling Duration + Wrap Up Duration |
| 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:
Busy Duration = Offering Duration + Handling Duration + Wrap up Duration |
| 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). Note: If no language is defined in the pre-chat form, the row displays empty. |
| 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. |
