Analytics

Analytics provide supervisors with information and insight about their contact center by giving them an overview of their Queues, Channels, Conversations, and Tags agents using each conversation.

Also, these analytics show how agents are using their time (utilization) and the performance of each agent and contact center in general.

Dashboard

Dashboard offers a visual insight into your contact center performance. You can view the performance of all channels in one place and break it down by status, as well as choose the time you want to check.

Right Now

Right Now dashboard communicates the current state of the Conversations contact center. All important indicators are consolidated in one place giving you a clear picture of all current events in your contact center.

This dashboard gives you an overview of the currently ongoing conversations by showing important metrics and their distribution per status.

Also, here you will see displayed currently logged-in agents and their status distribution.

Some of these widgets offer drill-down options for supervisors to take immediate action if they notice that something is out of place, while the Performance per channel widget lists out the distribution of the current workload per active channel.

Overview

Data displayed on this page depends on the filters selected at the top of the page. The key part here is the period filter.

If you select Right now, it shows ‘Live’ data representing the contact center's state at the selected moment.
However, if you select any other period, the data will represent the throughput during that period.

You can filter the specific channels that you want to see analytics for. For example, you can select Social Media channels (opens in a new tab) and view analytics only for Facebook Posts (opens in a new tab), and Instagram Posts (opens in a new tab).

Breakdown by Conversations

This widget shows how many conversations are in each status with the ability to filter them by origin (inbound, outbound, or all).

Service-level Agreement

If you have set up at least one SLA policy, the Analytics view will reflect this and show information regarding your SLAs.

This widget contains the following information:

• First response time breach - The number of conversations that have breached the SLA of the First response time
• Next reply time breach - The number of conversations that have breached the SLA of the Next response time
• Total resolution time breach - The number of conversations that have breached the SLA of the Total resolution time

Waiting Time

Allows you to put yourself in your customer’s shoes and see how long they are waiting for your services.
Values that you can find here are as follows:

• First response time - the time that takes an agent to respond to a conversation. Measured from the moment a conversation is created until the agent sends their first message.
• Response time - median time that takes an agent to respond to all messages (the first message excluded).

Both of these values show minimum, maximum, and median values for each metric.

Previous Period - Historic Data

Whenever you select some specific period it shows information related to conversations entering that period, being processed within that period and exiting that period.

All Conversations Breakdown

The hero graph on top of the screen provides an overview of conversations that were handled by your agents in the selected period, with the ability to filter by inbound or outbound conversations.

• Old - the number of conversations that were created before the start of the selected period but were active during that period
• New - the number of conversations that were created within the selected period
• Closed - the number of conversations that were closed within the selected period
• Not Closed/Unsolved - the number of conversations that were active but not closed during the selected period

Total Resolution Time

Total Resolution Time for one conversation is defined as the time elapsed from the moment that conversation was created until its status has been changed to Solved for the last time. Basically, these metrics include chatbot, agent, and unassigned time.

Resolution Time

This metric ties into the Total Resolution Time, but it excludes the time that conversations spent on the chatbot. This metric is defined as the time between the chatbot transfer to the Conversations and the most recent change of conversation status to Solved or Closed. It includes agent time only.

The widget shows the median value for Total Resolution Time and Resolution Time of all closed conversations in the selected period and the number of conversations included in this scope.

Buckets are grouped into 3 parameters: minutes, hours, and days.

Each bucket (if you click on it) will directly transfer you to the All Work (opens in a new tab) panel that will display only those conversations that fit into the selected (clicked) bucket.

Agents

Check your agent utilization, their performance and breakdown by status so you have all info in one place and you can act accordingly where and when needed.

Agents Utilization

Track how much time your agents spend in the system and what they are doing exactly.

This page shows the utilization of your agents, it answers the question as to what status they spend their time in and how engaged and occupied they are.

At the top is the queue and time filter by which you can look at agents that are assigned to a certain queue and see the data for a specific period.

Learn more about agent statuses.

Average Breakdown by Statuses

Shows the median value of time spent in each status. Agents that are included are those that are assigned to the selected queue.
Statuses that are tracked:

• Logged in time - median time that the agent spent logged in the system
• Away - median time that the agent spent in any status of the away status group (yellow group)
• Occupancy - median time that the agent spent in any busy or available status (red or green group)
• Engaged time - median time that agents spent engaged with the customer.
  • The time that agent spent in the following statuses (Under capacity, Full capacity, Ringing, In a call or Wrapping)
• Engaged rate - median percentage that agents spent engaged with the customer.
  • Calculated as a percentage of their engaged time in their logged in time for the selected period.

Status Distribution

Graphically shows the distribution of time spent in each status.

Statuses are grouped into 2 main groups:

• Away - any status from Away group of statuses (yellow status)
• Occupancy - any status from Available and Busy group of statuses (green and red) which shows that agents are either already working or ready to work on conversations

Utilization per Agent

List of agents that fulfill the selected filter, the metrics displayed in this list show the same data as the Average breakdown by the status widget with some additional data.

Agents Performance

Track the performance of your agents by overseeing the number of conversations that were assigned to them and how responsive they are while communicating with customers.

This page provides a performance overview for conversations that satisfy the filters that are configured.

Performance

This widget contains data about the general performances of your contact center. These numbers are calculated as median values of all agents (their personal metrics can be seen in the widget below).

The graph below offers a graphical representation of the selected metric where the distribution of the selected metric can be seen over the selected period.

Performance per Channel

The list of agents that contribute to the numbers in the Highlights widget. This widget displays the personal performance of each agent showing the number of closed conversations, median first response time and median handling time. Also, it shows the median sentiment of all conversations that they have been working on in the selected period.

Queues

Conversations Queues offers an insight into the performance of your queues, highlights of a particular queue you want to check, customer sentiment (if enabled on the account), customer satisfaction/feedback, etc.

Queues Overview

Check your queue performance using conversation metrics such as first response time or handling time.

Highlights

Displays the median values for Closed conversations, First response time, Handling time (and sentiment if it is enabled for the account) for all queues visible in the widget below.

Queue Details

Shows all metrics related to conversations associated with a certain queue throughout a selected period. The performance metrics are calculated for closed conversations only.

Voice of the Customer

This dashboard offers an insight into customers’ feedback that they provide after conversation with an agent over surveys.

Overall feedback results are presented at the top and can be easily seen in two different widgets.

And the widget below offers the insight for each survey completed showing who completed the survey, which score they gave and the date when they were surveyed.

Additionally, there is an option to drill down to each user’s profile. User’s profile shows their overall satisfaction score, as well as the history of all surveys taken by the user.

Channels

Channels overview provides information about the performance of each channel enabled on the account.

If you select Right now as the period, it shows the distribution of currently ongoing conversations per their status for each channel.

If you select some other period, it shows how that channel was performing within that period; how many conversations were active during that period that were not created in it; the number of new conversations including that channel that were created in that period. And lastly, the number of conversations that were closed during that period.

Tags

The one place to check all tags that have been used in conversations and how each tag performs, as well as ranking of tags used.

Tags Overview

This page shows the usage of tags and performance of conversations containing some tags you have added to your conversations.

Tag Frequency

A sorted visualization list that displays which tag is used the most, and the number of conversations containing that tag.

Performance by Tag

Shows the performance for conversations that contain a specific tag.

Reporting

These reports offer detailed information about various Conversations entities such as:

• Conversations
• Conversation transcript
  • Internal notes
• Queues
• Tags
• Channels
• Surveys
• Agents:
  • Utilization
  • Performance
• Agents status logs

You can get your report on the Reports page and send it automatically to your colleagues so that anyone with the link can download it. The link will be valid until the report expires.

One type of report offers information about conversations and their attributes in a given period.

The conversation report provides information about your conversations created in a given period and the state of their attributes in the present time.

To create a report, follow the steps below:

1. Navigate to Analyze → Reports → Create Report.

2. Choose the Conversations report type. From there, you can choose different entities for your report, such as:

3. Report content: Metrics, Channels and Services

4. Recurrence and date range: One-time report, Recurring report, Started From, Started To

5. Filters

6. Options: File Format and Recipients

7. Click Create Report.

Conversations

Conversations report provides detailed insight into each conversation that occurred in a defined period.

The report consists of the following fields:

Field	Description	Example
Account ID	Unique account ID.	112233
Account Name	The name of the selected account.	ACME Inc.
Conversation ID	Unique conversation ID.	658457CFBB27335CA16795F7E9BC57F1
Conversation Topic	The name of the conversation is automatically generated or changed by agents or supervisors.	Talking with Jason White
Customer Name	The name of the customer in this conversation (applicable if the customer is added to People).	Jason White
Customer Contact	The contact of the customer. Depends on the channel of the conversation.	CHAT-de0eeaf6-411c-411f-9ea0-bdd5652e7f3f-1610461852
Agent Name	The agent's name is currently assigned to the conversation or was assigned to the conversation when the conversation was closed.	Philip Lee
Agent Username	The username the agent used to log into the web interface.	Plee04
Conversation Status	The current status of the conversation.	Open
Conversation Priority	The current priority of the conversation.	Normal
Queue	The current queue the conversation is in.	Default Queue
Created At	The date and the time when the conversation was created.	6/4/2023 12:04
Year Created	The year when the conversation was created.	2023
Month Created	The month when the conversation was created.	03
Day of the Week Created	The day of the week when the conversation was created.	Sunday
Hour Created	The hour when the conversation was created.	09:33
Updated At	The date and the time when the conversation was updated the last time.	1/2/2023 06:22
Year Updated	The year when the conversation was updated.	2023
Month Updated	The month when the conversation was updated.	01
Day of the Week Updated	The day of the week when the conversation was updated.	Sunday
Hour Updated	The hour when the conversation was updated.	10:43
First Assigned to an Agent At	The time when the conversation was assigned to the agent for the first time.	1/2/2023 06:18
First Agent Response	The time when the agent sent the first message in the conversation.	1/2/2023 06:19
Channel Name	The name of the channel used in this conversation.	LIVE_CHAT
Total Messages	The total number of messages sent within the conversation. Includes both private messages (notes) and public messages (sent to, and from the customer).	20
Private Messages (notes)	The number of private messages or notes sent within the conversation. They can be sent by agents, supervisors, or automations (notes are not visible to the customer).	2
Public Messages	The number of messages that were exchanged between the customer and the agent. Includes both inbound and outbound messages.	18
Public Messages (Inbound)	The number of messages that the customer sent.	10
Public Messages (Outbound)	The number of messages that agents, supervisors, or workflows sent.	8
Tags	The list of tags applied to the conversation.	VIP Customer, Forward
Summary	The summary of the conversation written by the agents or the supervisor.	'The client was asking about their delayed delivery. Scheduled a call later until we get some info from the delivery service.'
Wait Time	The time elapsed from the moment the conversation was created until the agent sent the first message. Displays the time that the customer spent waiting for a response from the agent.	1m 16s
Resolution Time	The time elapsed from creating the conversation until the agent marks the conversation as solved for the last time. Available only for closed conversations.	16m 22s
Sentiment	The sentiment of the entire conversation. This evaluation only considers the messages that the customer sent (inbound messages).	0.9
Survey Score	The score that the customer left as part of the survey.	Happy
Survey Comment	The comment that the customer left along with the survey.	'I really like how responsive this agent was while handling my issue.'
First response time SLA breach by	Refers to the time for which a particular conversation has been breached. If the column is empty, it means the SLA has not been breached or it has not been counted for that conversation.	2m 03s
Next reply time SLA breach by	Refers to the time for which a particular conversation has been breached. If the column is empty, it means that the SLA has not been breached or it has not been counted for that conversation.	43s
Total resolution time SLA breach by	Refers to the time for which a particular conversation has been breached. If the column is empty, it means that the SLA has not been breached or it has not been counted for that conversation.	23m 12s
Direction	Determines the direction of the conversations. Can be inbound or outbound.	Inbound
Senders	The list of senders that participated in the conversation grouped per channel.	APPLE_MESSAGES_FOR_BUSINESS (477fc0c7-0d83-4c17-8a7b-77b35b134a58), SMS (46130861334)
Handed over at	The timestamp when the conversation assignment changed from bot to another value (e.g., "unassigned" or "Agent James"). If the event never occurred (conversation was never assigned to a bot), the timestamp will be empty (e.g. "-").	2023/11/25 16:11:09or-

Conversation transcript

This is a special type of report in the form of a file that contains transcripts of all conversations that the selected agent handled.

To create a Conversation transcript report, click Conversations → Conversation transcript in the Conversations Report Content section. In addition to the conversation transcript, you can also include the internal notes in the report by selecting the Include internal notes checkbox.

If you opt for the One-time report option specifically for the Conversation transcript, you will see the following options:

• Date as:
  • Active
  • Created at
• Date range
  • Drop-down menu to choose custom time or a specified time range
• Start time (date and time)
• End time (date and time)

If you choose the Active option to filter your report, it will reflect the timeframe during which the conversation was actively engaged, and it will include only messages from the selected period, not the entire conversation. The system considers that a conversation was active when the participants interacted with each other over a selected period, i.e., when the messages were sent by any entity (agent, user, bot, or system). The maximum period selected should be one month (31 days) and the minimum period should be one day.

In the Filters section, you can choose a specific agent for the report. This field is not mandatory.

After you make all the wanted selections for your report, click the Create Report button. The file name will include the Report ID (.no_data_.{reportId}.xlsx), helping you easily identify the required report.

Queues

The queues report provides the necessary information to determine the performance of each queue. Overall, this report helps supervisors or contact center managers to deduce how each queue is performing so they can make changes where required.

Also, they can track both the agents' and customers’ activity within every queue.

Field	Description	Example
Account ID	Unique ID of the account.	112233
Account Name	The name of the selected account.	ACME Inc.
Queue ID	The unique ID of the queue.	6FD837D20260912DFC9C95EC87F7782
Queue Name	A specific name of the queue.	Spanish Queue
Number of Assigned Agents	The number of agents currently assigned to the queue.	13
Assigned Agents	The list of agents currently assigned to the queue.	Mark Brown, Silvio Maroni, Philip Lee, Jess Moon
Number of Assigned Routes	The number of routes connected to that queue.	2
Assigned Routes	The list of routes currently assigned to that queue.	Route #100, Route #3870
Created At	The date and time when the queue was created.	10/29/2023 11:58:42
Auto Assignment	Field showing if the auto-assignment mechanism is enabled for this queue.	Yes
Old Conversations	The number of conversations that belong to this queue and were created before the selected report period but active during it.	7
New Conversations	The number of conversations that belong to this queue and were created within the selected report period.	12
Closed Conversations	The number of conversations that belong to this queue and were closed during the selected report period. Counts conversations closed by agents, workflows, or waiting strategy.	66
Closed by Agents	The number of conversations that agents closed.	46
Closed by Workflows	The number of conversations that were closed by workflows.	14
Closed by Waiting Strategy	The number of conversations that were closed by waiting strategy.	6
Unsolved Conversations	The number of conversations that belong to this queue and were active during the selected report period but were not closed during the selected period.	27
Median Resolution Time	The median resolution time of all conversations	2m 32s
Median Sentiment	The median sentiment of all conversations that were in that queue in the selected period.	0.9
Median Wait Time	The time from when the conversation was created until the agent sent the first message for all conversations that were in this queue in the selected period.	54s
Median Private Messages (notes)	The median value of notes posted to conversations that belong to this queue.	3
Median Public Messages	The median value of public messages sent to a conversation (from this queue) count messages sent either by the customer or by the agent.	23
Median Public Messages (Inbound)	The median number of messages sent to a conversation (from this queue) sent by customers.	10
Median Public Messages (Outbound)	The median number of messages sent to a conversation (from this queue) sent by agents.	13
First response time SLA breach	Shows the number of conversations that have breached this metric.	2
Next reply time SLA breach	Shows the number of conversations that have breached this metric.	0
Total resolution time breach	Shows the number of conversations that have breached this metric.	3

Surveys

This report provides detailed insight into surveys that were submitted at the selected time.

Field	Description	Example
Account ID	Unique ID of the account.	112233
Account Name	The name of the selected account.	ACME Inc.
Conversation ID	The unique ID of the conversation.	548457CFBB27335CA16795F7E9BC57F1
Customer Name	The name of the customer who submitted the survey. Applicable only if the customer is added to People.	Jason Smith
Customer’s Contact	The contact the customer used to submit the survey.	421948232829
Channel	The channel over which the survey was submitted.	WhatsApp
Agent	The agent who was handling the conversation at the time when the survey was submitted.	Veronica Quinn
Survey	A specific name of the survey.	CSAT Survey
Score	The score that the customer left when submitting the survey.	Happy
Comment	The comment that the customer posted in addition to the score. (Optional)	'I really loved the velocity at which Veronica handled my request.'
Surveyed Date	The date and time when the survey was submitted. The first answer is recorded.	10/29/2023 11:58:42

Channels

This report contains important information about the data that is relevant for each channel. The data provided in this report helps you delve into the performance of each channel utilized by the contact center.

All channels use the same metrics, except for the metrics specific to the Calls channel- highlighted in bold.

Field	Description	Example
Account ID	Unique ID of the account.	112233
Account Name	The name of the selected account.	ACME Inc.
Chanel Name	The name of the channel used to pull this report.	Email
Sent Messages	The number of messages sent within the selected period.	51
Received Messages	The number of messages received within the selected period, i.e., the number of messages sent by customers.	44
Old Conversations	The number of conversations from the selected channel that were created before the selected report period.	17
New Conversations	The number of conversations from the selected channel that were created during the selected report period.	41
Closed Conversations	The number of conversations from the selected channel that were closed during the selected report period.	80
Closed by Agents	The number of conversations from the selected channel that were closed by agents during the selected report period.	55
Closed by Workflows	The number of conversations from the selected channel that were closed by workflows during the selected report period.	5
Closed by Waiting Strategy	The number of conversations from the selected channel that were closed by a waiting strategy during the selected report period.	20
Unsolved Conversations	The number of active conversations in the selected channel that were not closed during the selected period.	7
First Response Time	Median first response time of all conversations from the selected channel in the chosen report period.	2s
Sentiment	Median sentiment of all closed conversations from the selected channel in the chosen report period.	0.9
Assigned Calls	The total number of calls that were assigned to all agents in the selected period.Different from 'New Conversations' since a new conversation can be abandoned, whereas assigned calls include only those that were assigned to an agent.	134
Accepted Calls	The total number of calls that all agents accepted agents in the selected period.	77
Total Call Duration	The total duration of all calls in the selected period.	2h 32m 07s
Unanswered Calls	The total number of calls assigned to the agents but agents didn't answer.	4
Rejected calls	The total number of calls that were rejected by all agents in the selected time.The call was assigned to the agent (and it was ringing) but they decided to reject it.	6
Wait Time	The median time that the user is waiting for the agent's response.Counts as the time when the call starts until it is accepted by the agent.	5s
Transferred Calls	The number of calls that were transferred in the selected period.	11
Expired Calls	The number of calls that were disconnected because of a timeout.The maximum wait time has passed and the call was terminated.	4
Abandoned Calls	The number of calls that were abandoned by the customers.*Refers to calls the customers hung up before they were connected to an agent.	13
Dropped Calls	The number of calls that were disconnected because of some technical issues.	2

Tags

This report provides important insights into conversations that have certain tags added. Since tags describe specific topics, this data helps supervisors determine how certain topics are handled within their contact center.

Field	Description	Example
Account ID	Unique ID of the account.	112233
Account Name	The name of the selected account.	ACME Inc.
Tag ID	The unique ID of the tag.	6DB7FBE9BA6555D31F078281BE42827D
Tag Name	The specific name created for this tag.	Important
Created At	The date and time when the tag was created.	03/04/2023 13:08:38
Last Updated At	The date and time when the tag was last updated.	03/04/2023 13:22:45
Closed Conversations	The number of conversations containing this tag that were closed within the selected period.	23
Waiting Time	The time elapsed from when the customer sent the first message until the agent replied.	1m 22s
Resolution Time	Median resolution time for all conversations containing this tag within the selected period.	3m 23s

Agents

Agents report consists of three parts:

1. General information which contains data in the table below
2. Agent utilization
3. Agent performance

The report will only contain the data that you selected when creating the report.

Field	Description	Example
Account ID	Unique ID of the account.	112233
Account Name	The name of the selected account.	ACME Inc.
Agent ID	Unique ID of the agent.	4EE921EBE72C99F6262D59FE856696B7
Agent Name	Agent's name.	Veronica Quinn
Number of Assigned Queues	The number of queues that this agent is assigned to.	12
Assigned Queues	The list of queues that this agent is assigned to.	Queue #5062, Queue #5297, German Queue, VIP_Customers
Capacity	The capacity per channel category that this agent has configured.	EMAIL = 5, LIVE_MESSAGING = 10, LIVE_CHAT = 9

Agent Utilization

This report shows how agents are using their time while being logged into the system.

Field	Description	Example
Logged In Time	The time that the agent spent logged in in the selected period.	11h 39m
Available Time	The time agent spent in the Available group of statuses.	5h 11m
Available	The time spent in the Available status.	3h 52m
Idle	The time spent in the Idle status.	13m
Under capacity	The time spent in the Under Capacity status.	30m
Away Time	The time agent spent in the Away group of statuses.	1h
Away	The time agent spent in the Away status.	30m
*Set of custom Away statuses	The time spent in each custom Away status.	10m
Busy Time	The time agent spent in the Busy group of statuses.	1h 25m
Busy	The time agent sent in the Busy status.	19m
Full Capacity	The time spent in the Full Capacity status.	30m
In a Call	The time spent in the In a Call status.	30m
Ringing	The time spent in the Ringing status.	3m
Wrap-Up	The time spent in the Wrap-Up status.	3m
*Set of custom Busy statuses	Time spent in each custom Busy status.	30m
Engaged Time	The time that the agent has spent in statuses that are considered as engaging with the customer (Under capacity, Full, Ringing, In a Call, Wrap-Up).	5h 24m
Engaged Rate	The percentage of the engaged time during logged-in time.	11.09%

Bear in mind that this report is dynamic, meaning that its columns depend on the number of custom statuses configured for the account. Each custom status is tracked as well.

Agent Performance

This report provides more info regarding agents' performance while communicating with customers.

Field	Description	Example
Closed Conversations	The number of conversations the agent closed in the selected period.	112
Conversations Assigned to Other Agents	The number of conversations that this agent assigned to other agents.	11
Conversations Assigned From Other Agents	The number of conversations that other agents assigned to this agent.	45
First Response Time	The median value of the first response time (the first message sent) for all conversations that this agent sent in the selected period.	1m 44s
Handling Time	The median value of the time elapsed from the moment the conversation was assigned to the agent until they closed it for the last time.	55m 12s
Sentiment	The median sentiment value for all conversations handled by this agent in the selected period.	0.74
Closed Conversations per Login Hour	The number of conversations closed per login hour.	15.6
Private Messages (Notes)	The number of private messages (notes) that this agent posted.	1
Public Messages (Outbound)	The number of public messages (outbound) that this agent sent.	10
Private Messages per Conversation	The number of private messages (notes) divided by the number of total conversations that this agent handled.	1.4
Public Messages per Conversation	The number of public messages divided by the number of total conversations that this agent handled.	6.89
Assigned Calls	The number of calls assigned to this agent.(The agent had a ringing screen presented to them).	90
Accepted Calls	The number of calls that the agent accepted.	80
Call Duration	The median duration of the calls that this agent answered.	17m
Unanswered Calls	The number of calls unanswered by this agent.(The agent was presented with the ringing screen but didn’t answer or pick up the call).	7
Rejected Calls	The total number of calls that were rejected by all agents in the selected time.The call was assigned to the agent (and it was ringing) but they decided to reject it.	6
Transferred Calls	The number of calls that this agent transferred to another agent.	18
Wait Time	The time that the customer was waiting for an agent to pick up the call.	1m 14s
Expired Calls	The calls that were dropped due to a waiting strategy time out.	4
Abandoned Calls	The number of calls that were abandoned by the customers.*Refers to calls the customers hung up before they were connected to an agent.	1
Dropped Calls	The number of calls that were disconnected because of some technical issues.	0

Agent Status Logs

This report provides crucial information for managers such as when the agents come into work, the duration spent in a certain status, and when they change their status to Busy, Away, or Available.

Conversations Analytics Managers can understand how their agents are utilizing their time, and at which point in time, they have changed something in conversations. In conclusion, this report will help them perform a more precise evaluation of their agents.

Field	Description	Example
Account ID	Unique ID of the account.	1122333
Account Name	The name of the selected account.	ACME Inc.
Agent ID	Unique ID of the agent handling the conversation.	4EE921EBE733D9F6262D59FE856696B7
Agent Name	Agent's full name.	Fabricio Silco
Status ID	Unique ID of the status.	73bc600e-6e98-11ea-a2fb-02c9afa9ebec
Status	The name of the agent status related to the Status ID. This is reflected throughout Conversations.	Offline
Start Time	The timestamp when the agent changed their status to the given status.	2023/11/24 08:37:38
End Time	The timestamp when the agent changed their status to a different one or if the status was changed automatically.	2023/11/24 10:32:48
Duration	The duration the agent spent in the given status.	01:55:10

Short ID

EARLY-ACCESS

Short Conversation IDs are concise and easy-to-use identifiers that streamline the process of referencing and organizing conversations.

If the Short ID feature is turned on, you will see the Short ID column in your Conversations reports. Additionally, the Short ID will appear in the Conversations transcripts and Survey reports.