Engage Digital | Messages by status report

Last updated on November 24, 2021

Table of contents

The Messages by status report shows in absolute terms the number of messages per status that have been sent or received over the selected period. The data in this report is not fixed and is bound to evolve over time. Indeed, an agent message or an agent response always keeps the same status, while an incoming message changes status until it is replied or archived.
 
As a result, the number of agent messages / responses can only increase over time, while the number of incoming messages (new, processing, replied, or archived) is likely to increase or decrease over time.
 
This table shows the descriptions of each of the message statuses in the report.
Status Description
NEW
Initial state for new messages that have not yet been engaged
IGNORED Message that has been ignored after an agent clicked Ignore and does not require further attention
ASSIGNED Message assigned to the current agent after they engaged with an interaction
AGENT REPLY Reply from an agent after they clicked Reply or Private reply
REPLIED Message that has been replied to by an agent after they clicked on Reply or Private reply
AGENT MESSAGE First post in a discussion thread started by an agent

Calculating the engagement rate (for social networks)

In the case of social networks, the engagement rate tends to represent the proportion of client messages handled more than the contact rate.
 
Where the rate of contact is the ratio of the number of threads to at least one conversation on the total number of threads, the engagement rate is the ratio of processed (responded and assigned) messages on all incoming messages (replied, archived, and assigned).
 
On chat, a discussion thread corresponds to a single client conversation. On social networks, however, a discussion thread often gives rise to several client conversations. Thus, on social networks, the scale of the discussion thread is no longer representative of the contact rate, and it is then necessary to rely on the scale of the message. You calculate the engagement rate that meets this need as follows:
 
Engagement rate = (assigned + replied) / (new + assigned + replied + ignored)
 
You can also calculate engagement rate using the following alternative formula. This formula shows a rate of commitment more favorable to the agents, as it reflects the rate of messages seen and activated by agents:
 
Engagement rate = (assigned + replied + ignored) / (new + assigned + replied + ignored)
Calculating the engagement rate (for social networks)
For example, suppose that in the current period, you calculate that 84% of the messages received were answered. You performed this calculation by summing the New, Assigned, and Replied messages (3, 1, and 30 respectively), and dividing by the total number of incoming messages which total 76.

You calculate the engagement rate as (1+30)/(3+1+30+3) = 84%

Measure the number of messages processed and the number of messages ignored

Note the following considerations when interpreting results:
  • A message with the Assigned status corresponds to an unanswered message in an open procedure, that is to say a message to which an agent will respond to (after having clicked Engage)
  • A message with the Ignored status corresponds to a message that will not receive a response. A message may have been archived:
    • Manually, by the action of an agent (they clicked on Archive).
    • Automatically, by the action of the rules engine, AI engine, or channel configuration
For example, you might see among all the incoming messages:
  • Assigned messages: 1 message has been added to the queue of tickets to be processed and have not received a response at the time of the consultation
  • New messages: 3 messages have not received a reply at the time of the consultation and have to be examined to judge their relevance
  • Ignored messages: 3 messages were examined manually by agents at the time of the consultation, but were considered irrelevant and / or not requiring a response
  • Archived messages: 0 messages have been ignored automatically, according to the automatic archiving settings on the channel

Measure the volume of outbound campaigns

If you regularly post branded posts on social networks, you can follow the evolution of this volume in the Agent message row. Agent messages include all spontaneous outgoing messages that do not follow up on a customer request already initiated and logged in to the system. 
 
On social networks, agent messages correspond to posts of the brand. On email channels, agent messages may include confirmation from chat conversations. For example, suppose that for the current month and for the Twitter channel, 27 brand tweets have been posted: this is 41.30% less than the previous month’s 46 tweets.
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