Use the Pinned messages report to review the details of agents’ work on pinned messages.
| Attribute | Definition |
| thread_id | Thread identifier |
| client_id | Client’s internal ID assigned by edna |
| external_client_id | Client’s external ID (for example, from a customer’s CRM), if specified |
| date_task_state | Date when the pinned message is created |
| text | Pinned message text |
| date_decision_first | First date/deadline the agent specifies for the pinned message |
| date_decision_last | Last date/deadline the agent specifies for the pinned message (if it doesn’t change, it is the same as date_decision_first) |
| date_decision_actual | Date when the pinned message is resolved (that is when it is answered), if applicable. |
| date_cancellation | Date when the message is unpinned, if applicable |
| task_time | Amount of time the message is pinned as follows: • For the resolved pinned messages, it is the amount of time from the moment the message is created and to the moment it is answered by an agent. • For the canceled messages, it is the amount of time from the moment the message is created and to the moment it is unpinned. • For the pinned messages that are not resolved yet, it is the amount of time from the moment the message is created and to the current moment. |
| state | Current status of the pinned message. The possible options are: • inactive – The first date is set for the pinned message. • delayed – A new date is set for the pinned message (it is delayed). • expired – The current date has expired, the new one has not been set yet. • canceled – The message is unpinned. • resolved – The pinned message has been resolved (the answer has been sent). |
| delay_count | Number of times the pinned message is delayed |
| agent_name | Agent’s name |
| agent_login_first | Agent’s login |
| sv_name | Supervisor’s name |
| sv_login_first | Supervisor’s login |
| department_name_first | Department name |