The Contact Timestamps gives you detailed information about what happened to Contacts, and who was involved.
How Data in the report is measured #
The report is measured by the following:
- Grouped by Event.
- Data is time anchored using using ‘Time of event‘ in the UI, which is when the Contact event occurred or was recorded.
Metrics used for the Contact Timestamps report #
Review the definition of each metric and how it’s used. These are fields you’ll also see in the CSV download. These fields also correspond to data made available in the Events API.
|Timestamp when the event was recorded
|Type of event that occurred
|Gladly ID for the Contact
|Gladly ID for the Conversation
|Gladly ID for the Customer
|Channel of the Contact
|Entity that performed the action
|Options include: CUSTOMER, AGENT, AUTOMATION (Rules), INTERNAL, EXTERNAL, APPLICATION (action performed via API), SYSTEM (action by the Gladly system)
|ID of the Agent, Rule, etc. that performed the action, where applicable
|Initiator Agent Name
|Name of the Agent who performed the action, if applicable
|Assigned Inbox ID
|ID of the Inbox where the Contact is assigned before the event occurred
|Assigned Inbox Name
|Name of the Inbox where the Contact is assigned before the event occurred
|Assigned Agent ID
|ID of the Agent who is assigned to the Contact before the event occurred
|Assigned Agent Name
|Name of the Agent who is assigned to the Contact before the event occurred
|Target Agent ID
|ID of the Agent who is the target of the event action
|For example, the agent being offered a Contact is provided as the target
|Target Agent Name
|Name of the Agent who is the target of the event action
|Transferred To Agent ID
|ID of the Agent who is receiving the Transfer
|Transferred To Agent Name
|Name of the Agent who is receiving the Transfer
|Transferred To Inbox ID
|ID of the Inbox that is receiving the Transfer
|Transferred To Inbox Name
|Name of the Inbox that is receiving the Transfer
|Type of Transfer, cold or warm
|Options include: COLD, WARM
|Reason the Contact was transferred
• AUTOMATION (Rules)
• MANUAL (Transferred by an Agent)
• MERGE (Customer was merged)
Possible reasons for UNKNOWN cause
• Call transfer
• Call device error
• Queue IVR transfer
• Contact offer decline or miss
• Routing to Dedicated Hero
|Target due date set for the Contact
|Category of how the Contact was fulfilled
|Options include: RESPONDED, CANCELED
|Reason the Contact was ended
• AGENT_ENDED – Contact was ended by an Agent by clicking End. This is currently applicable only to chat.
• CONVERSATION_CLOSED – Contact ended because the Conversation was closed.
• CUSTOMER_DELETED – Contact ended because the Customer was deleted (e.g per GDPR or CCPA request).
• CUSTOMER_NO_REPLY – Contact timed out because the Customer didn’t reply to the last message from the Agent. The timeouts are configurable in Conversation Workflow settings.
• MERGED – Contact ended because there was another Contact over the same Channel when two Customers got merged. Note that Gladly never ends Contacts due to Customer merges if Contacts are over unique Channels. However, when both Customers have Contacts over the same Channel we pick the one from the destination Customer and end the one from the source Customer.
• NO_REPLY_NEEDED – Contact ended because Agent marked the last Contact as No Reply Needed.
• STARTED_NEW – Contact ended because the Customer switched devices while remaining on the same Channel. This is currently applicable only to chat.
• TIME_EXPIRED – Contact ended because the maximum allowed time for the Contact passed. Currently applies to Chat, Facebook, Instagram, and WhatsApp.
• API – Contact was ended via an API call.
|The final status of the Contact
|Options include: ABANDONED, ANSWERED, UNANSWERED, UNKNOWN
|Reason associated with the Hold when it started or ended
|Options include: COLD_TRANSFER, CONFERENCE, MANUAL, WARM_TRANSFER
|Category of why the Contact offer was rejected
|Options include: DECLINED, MISSED, TRANSFER_CANCELED, or DEVICE_ERROR
|Gladly ID for the Message sent or received
|Currency used for the payment request
|Amount provided in the payment request
|Payment request status
REQUESTING: Waiting for input from the customer
SUBMITTED: Customer has submitted details
COMPLETED: Agent has completed the transaction
DECLINED: Customer has declined the request
ERROR: Error occurred while saving the credit card
TIMED_OUT: Chat Contact timed out due to inactivity
|Comma-separated list of Reason(s), configured in People Match, that the Customer was matched with the Agent.
|Options vary by configuration.
|Fulfilled by Contact ID
|Gladly ID for the Contact that fulfilled this Contact (if applicable)
|• Example with different ID: if an outbound phone call Contact fulfills a voicemail Contact, the phone call Contact ID will be shown.
• Example with same ID: if an Agent responds on chat to a customer’s chat message, the chat Contact ID will be listed in its own row.
|For an inbound Contact, the “To” address (phone number, email address, Glad App ID, etc.) that the Customer reached out to
|Final IVR Selection
|Final selection made in the IVR before the Contact is queued
How the Contact Timestamps report is filtered #
Use these filters to modify the data in your report. You can learn more about filters here.
- When filtering by date, you will see any events recorded within that date range. This corresponds to the “Timestamp” field.
How to use the Contact Timestamps report #
The Contact Timestamps report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:
|Identify phone calls abandoned in queue.
|• Filter the “Ended Status” column for “ABANDONED”. This shows Phone Calls that were abandoned in the queue (not in the initial IVR).
|Find the Contacts offered to an Agent for that day, and whether they accepted, missed, or declined the offers.
|• Filter the “Event Type” column for “CONTACT/OFFERED”, “CONTACT/OFFER_ACCEPTED”, and
• Filter the “Target Agent Name” (or “Target Agent ID”) column for the Agent you’re looking at. You will see the series of offers and their outcome.
Be sure to consult the “Rejected Reason” column to see whether a Contact was declined, missed, or rejected due to an error.
|Understand which Inboxes are receiving transfers.
|• Filter the “Event Type” column for “CONTACT/TRANSFERRED”.
• Filter or sort by the “Transferred To Inbox Name” you’re interested in.
You may want to remove rows where the “Assigned Inbox Name” field is the same, to track movement from one Inbox to another (instead of movement within an Inbox).
Why are some Event Types not recorded before a certain date?
New types of events have been created over time, so you may not see events before the date they were added.