23.1.6. Digital Wrap-Ups Reporting
- 13 Aug 2024
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23.1.6. Digital Wrap-Ups Reporting
- Updated on 13 Aug 2024
- 2 Minutes to read
- Print
- DarkLight
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What is Digital Wrap-Up Reporting?
Digital Wrap-Up Reporting is reportable data that is pushed into Salesforce when a Digital Wrap-Up is created, it focuses on providing information into what has happened during that conversation. It focuses on the following key areas:
Response times of the Agent or the Customer
The Status of the Wrap-Up
The Subject and Notes
Message counts and the different types of messages
Enabling Digital Wrap-Up Reporting
To enable Digital Wrap-Up Reporting, do the following:
Navigate to the Admin Home Tab
Locate the Scheduled job labelled “Digital Channel Wrap-Ups”
Press the Start Job button
You will now see a loading indicator and the Start Job button will change to Stop Job
Note: If the Job was not running during the time of a Wrap-Up is created/edited/deleted then it will not be updated in Salesforce even after enabling the job, it is recommended to not disable this job at any time. This Job does not use Salesforce scheduled jobs.
Fields and Descriptions
Salesforce Field (Label) | Salesforce Field (Description) |
Subject | The Subject entered by the User for this Wrap-Up |
Status | The current Status of the Wrap-Up, this can be Draft or Complete |
Notes | The Notes entered by the User for this Wrap-Up |
Method | The Method of delivery for the conversation. |
Natterbox User | The Natterbox User who created this Wrap-Up |
Wrapup Start Time | The date and time of the first message included in this Wrap-Up |
Wrapup End Time | The date and time of the last message included in this Wrap-Up |
Minimum Customer Response Time | The shortest time taken in seconds for the customer to respond |
Maximum Customer Response Time | The longest time taken in seconds for the customer to respond |
Average Customer Response Time | The average time taken in seconds for the customer to respond |
Minimum Agent Response Time | The shortest time taken in seconds for the agent to respond |
Maximum Agent Response Time | The longest time taken in seconds for the agent to respond |
Average Agent Response Time | The average time taken in seconds for the agent to respond |
Inbound Text Messages | Count of text messages received by the User during this Wrap-Up |
Inbound Images | Count of images received by the User during this Wrap-Up |
Inbound Audio | Count of audio messages received by the User during this Wrap-Up |
Inbound Videos | Count of video messages received by the User during this Wrap-Up |
Inbound Other Files | Count of other files received by the User during this Wrap-Up |
All Inbound Messages | Total count of all types of messages received by the User during this Wrap-Up |
Outbound Text Messages | Count of text messages sent by the User during this Wrap-Up |
Outbound Images | Count of images sent by the User during this Wrap-Up |
Outbound Audio | Count of audio messages sent by the User during this Wrap-Up |
Outbound Videos | Count of video messages sent by the User during this Wrap-Up |
Outbound Other Files | Count of other files sent by the User during this Wrap-Up |
All Outbound Messages | Total count of all types of messages sent by the User during this Wrap-Up |
Total Messages | Total count of all types of messages sent and received by the User during this Wrap-Up |
Total Text Messages | Total count of text messages sent and received by the User during this Wrap-Up |
Total Images | Total count of images sent and received by the User during this Wrap-Up |
Total Audio | Total count of audio messages sent and received by the User during this Wrap-Up |
Total Video | Total count of video messages sent and received by the User during this Wrap-Up |
Total Other Files | Total count of other files sent and received by the User during this Wrap-Up |
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