VIEW_INBOUND_MESSAGE
Updated
The Inbound Message Report offers a comprehensive overview of all incoming customer messages from various supported channels. It records essential message details, including account and case links, channel type, agent interaction information, message content, sender details, and unique message IDs. This report assists teams in examining customer communication trends, agent involvement, and inbound workload allocation, thereby improving insight into conversation paths and response management.
By compiling detailed inbound message data, the report facilitates operational oversight, quality assessment, and advanced analytics applications for customer service and engagement teams. Below are some of the scenarios where this Report is beneficial:
Inbound Volume & Channel Analysis: Examine incoming message traffic from various channels to gain insights into customer preferences, pinpoint the channels with the most activity, and refine routing and support approaches as needed.
Agent Interaction & Case Tracking: Monitor which agents are handling incoming messages and how these messages are linked to specific cases. This allows supervisors to oversee agent participation, evaluate workload allocation, and maintain responsibility in customer service operations.
Conversation Auditing & Quality Review: Utilize message content, sender information, and specific message IDs to review conversations for auditing purposes, investigate escalated issues, and aid in compliance or quality control assessments.
Field Mapping / Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable / Default | Is PII Field? | Unique Key | Is Mutable? |
ACCOUNT_ID | Unique identifier of the account within the system. | VARCHAR | NO | No |
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BRAND_RESPONSED_BY_USER_ID | Unique identifier of the agent who responded to the inbound message. | NUMBER | NO | No |
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CASE_NUMBER | Unique case number associated with the inbound message. | VARCHAR | NO | No |
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CHANNEL_TYPE | Communication channel through which the inbound message was received (e.g., Email, Social, Chat). | VARCHAR | NO | No |
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MESSAGE | Content of the inbound message sent by the customer. | VARCHAR | YES | Yes |
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MESSAGE_SENT_BY | Identifier indicating who sent the message (e.g., Customer, Agent, System). | VARCHAR | NO | Yes |
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UNIVERSAL_MESSAGE_ID | Globally unique identifier assigned to the inbound message. | VARCHAR | NO | No | Yes |
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