iSlash API Data And Description [2024 Updates]
An article to help you understand every description of iSlash!
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Chat History Report
| Table | Description | Remarks |
|---|---|---|
ID | System ID | - |
Channel | Channel Name | WhatsApp, Messenger, Instagram, WeChat |
Contact Name | Customer Display Name | - |
Contact Number | Customer Phone Number | Can be the ID of Channels if no phone number is provided |
User | Chatroom Assigned Agents' | - |
Direction | Message Direction | Inbound/System/Outbound |
Status | Message Status | Read/Received |
Body | Message Content | - |
Media | Message Media Reference | - |
Message At | The Related Message Timestamp | Format: 2024-06-08 10:01:53 |
Sent At | For Chatbot Auto Message | - |
Delivered At | For Chatbot Auto Message | - |
Read At | Agent Read Message Timestamp | - |
Read By | Read By Agents | - |
Template Message | Message Type of WhatsApp Message Templates | Yes/No |
Auto Message | Message Sent by Chatbot | - |
Engagement Report
| Table | Description | Remarks |
|---|---|---|
Staff Name | Agent's Name | - |
Staff Email | Agent's Email | - |
Date | Report Date | It can be multiple, depends on the report range |
Total - Inbound - Outbound - Engagement - Engagement Rate | Inbound: Not counting total message. Eg: Customer send 2 messages at 9.01 and 9.12 > count 1 message Outbound: Agent reply to at least one customer message > count 1 message Engagement: The count if the pair inbound and outbound occur daily. Engagement Rate: The rate at which the pair of inbound and outbound occurrences happens. | - |
Total (Unique Chat) - Inbound - Outbound - Engagement - Engagement Rate | Inbound: Total touch agent by phone number. Outbound: Total number of tickets handled under a phone number. Engagement: The count if the pair of inbound and outbound occurrences happen within a specified date range. Engagement Rate: The rate at which the pair of inbound and outbound occurrences happens. | Engagement: In a given date range, if a customer interacts multiple times with the agent in the chatroom, count it as one engagement. An "Engagement" is defined as: The customer contacting and interacting with the agent, and the agent responding back to the customer. |
Account Report
| Table | Description | Example |
|---|---|---|
Total Handle Customer | Total number of customers who have responded to messages. | |
Total Assigned To | The count of assignments between agents | Agent A: Assign Chat to Agent B and Agent C Result: Agent A (2) |
Total Assigned Case | The number of users assigned, excluding those assigned by system | Not included in the number uploaded by excel import. Agent A/User > Assign to Agent B Agent C/User > Assign to Agent B Result: Agent B (2) |
Total Close Case | Number of Close Cases | A chatroom can have multiple cases. 0900 Case Open > Chat Message > 1000 Case Closed & 1300 Case Open > Chat Message > 1600 Case Closed Result: 2 Close Case |
Average Response Time | Reply Message + Average Time of Assigned To Agent (In Ticket Open Status) | Chat 1: 0900 [Customer] "Hi" 0910 [CS] "How may I assist you today?" Chat 2: 0900 [Customer] "Hi, I would like to request a refund" 0905 [CS] - Assign to After-Sales Service Time Calculation: (10min + 5min) /2 **Calculate in Seconds |
Average Handle Time | Average Response Time (In Ticket Open Status) | Calculation: [(0910-0900) + {0912-0911)] /2 --------------------------------------- Calculation: [(0912-0900) + (0912-0911)] /2 **Calculate in Seconds |
Average Close Time | Calculate the average time from opening to closing for a case. | 0900 Case Open > Chat Message > 1000 Case Closed & 1300 Case Open > Chat Message > 1600 Case Closed Calculation: [(1000-0900) + (1600-1300)] /2 **Calculate in Seconds |
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