BI Export: Reporting on Response Times by Range

BI Export: Reporting on Response Times by Range

The ability to report on response times by range is available through Funnel’s BI export via a S3 location. The table used to determine this data point will be export_conversations. Click here for the word version of the job aid.

Self-Scheduled Appointments

1. S3 locations are not automatically created for each client. If the client wishes to report on data found in the Funnel BI Export Data Dictionary, the CXM should request for it to be created.  

2. Provide access to the S3 location to the client

3. In order to report on Response Times by Range, the client should look at the table for

            export_conversations.

4. The column, Reply_Time_In_Seconds will reflect the elapsed time between the agent receiving the communication and then responding to said communication. This is measured in seconds.

• • This field will only be populated if is_reply = 1

Revised 1.4.2021 | BI Export: Reporting on Response Times by Range