iSlash API Data And Description [2025 Updates]
An article to help you understand every description of iSlash!
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Last updated
An article to help you understand every description of iSlash!
Last updated
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
-
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.
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
Situation 1: Customers send messages in : Hi there (0900) : Hi How may I assist you? (0910) : I would like to inquire about the discounts are available now. (0911) : Sure, Here you go. (0912)
Situation 2: Customers send messages continuously
Hi there (0900)
I would like to inquire about the discounts are available now. (0911) Hi How may I assist you? (0912)