Engage Digital | Messages by type of participants report
Last updated on November 24, 2021
The Messages by type of participants report allows you to view the time evolution of incoming (Incoming messages) and outgoing (Agent messages) flows.
The more superimposed the curves, the more reactive the agents are to the variations in traffic. The difference between the curves corresponds to the volume of unanswered messages (New, Ignored or Assigned).
Measuring the number of client messages received and agent messages sent over a period
One way you can use the Messages by type of participants report is to measure the number of client messages and agent messages that were sent over a period, and compare against the previous period to see the growth.
Let’s say you want to examine the number of client and agent messages over the period of a day. First, be sure you have chosen Day in the time period filter. You will then see a graph and table that present the number of client and agent messages for today (current period) and yesterday (previous period).
For example, 95 incoming messages were received from customers in the current period, and 153 messages were received in the previous period. The amount of incoming messages in the current period is 37.91% less than the amount in the previous period.
Identifying unusual traffic days and the proportion of responses
Typically, agents will respond in proportion to the number of messages received and there will be a similar number of incoming and received messages. However, suppose that there is a significant discrepancy between incoming and outgoing messages, with a greater volume of incoming messages than agent messages. You would want to identify the reason for this discrepancy, which could be, for example, because of a promotion launched over this period.
On the other hand, suppose your company ran an outgoing campaign during which agents initiated the publication of new messages. During that time period, you could expect to see a greater amount of agent messages than incoming messages.
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