Aggregations for Email/Web-message conversations

[kcorr7]

Hi,
Question on email & web-message media type metrics :

Do email metrics like tHandle and nOffered group by email thread? ie do replies and offers to the same email simply get recorded as new 'offered' emails even when part of the same conversation / email thread?

Is there any explanation of how nOffered,tHandle,tTalkComplete etc. apply to email conversations?

I've had a look on the genesys forum but they seem to only discuss how calls aggregatilns are calculated. If there is anyone who can explain/provide clarity on this it would be much appreciated.

Thanks,
Kurt

[jacobshaw]

Hi @kcorr7
I relayed this question to the team and found out the following

1. The metrics don't group by conversation. You do the grouping as part of the query.
2. There will usually be one metric per email

[kcorr7]

hi @jacobshaw Thanks for the response

Is there a data dictionary to find how these metrics are actually calculated? i.e. the logic

[tim.smith]

The metrics are documented here: https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics. The description describes the data that is counted for the metric.

[kcorr7]

Hi Tim,

Thanks for replying so quickly. So in theory, when the media type is email or chat etc. The logic is the same.

Excuse my ignorance, just trying to gain as much understanding as I can for reporting purposes. Not sure how talk time would be defined on other media types that aren't 'voice'.

Thanks,
Kurt