Use the Processing performance report to review the statistics on threads created in the system.
| Attribute | Definition |
| date_start | Thread creation date |
| date_end | Thread closure date The field remains empty if the thread is not closed yet. |
| thread_id | Thread ID |
| state | Current thread state (possible states are described in this table as well). If the thread state is anything but Closed (CLOSED), the thread values are not finalized and can be recalculated once the thread is closed. |
| Reason for completion | Reasons for closing the thread. Possible values are: • OPERATOR_CLOSED – The thread was manually closed by an agent. • SUPERVISOR_CLOSED – The thread was closed bt a supervisor. • CLIENT_BLOCKED – The thread was closed due to the client being blocked. • CLIENT_CLOSED – The client agreed to close the thread early. • WAITING_TIMEOUT – The thread was closed due to the thread closure timeout. • OUTGOING_WAITING_TIMEOUT – The thread was closed due to the Closing threads with only agent messages timeout. • EXTERNAL_CALL_FORCED_CLOSURE – The thread was closed by a method of the external API. If a thread started as an outgoing one and was immediately closed, the reason is not stated. |
| tag1 | Tag assigned to the thread |
| tag2 | Tag assigned to the thread |
| tag3 | Tag assigned to the thread |
| first_user_id_assign | ID of the first user to whom the system assigns the thread. This user can be both a chatbot and an agent. |
| first_user_name_assign | Name of the first user to whom the system assigns the thread. This user can be both a chatbot and an agent. |
| first_user_id_answer | ID of the user who is the first to reply to a client’s message in the thread. This user can be both a chatbot and an agent. The field remains empty until a message is sent to the client in the thread. |
| first_user_name_answer | Name of the user who is the first to reply to a client’s message in the thread. This user can be both a chatbot and an agent. The field remains empty until a message is sent to the client in the thread. |
| first_agent_id_assign | ID of the first agent to whom the system assigns the thread. The field remains empty if the thread was never assigned to an agent. If the thread was initially assigned to a chatbot and then reassigned to an agent – the agent’s ID is specified in this field. |
| first_agent_name_assign | Name of the first agent to whom the system assigns the thread. The field remains empty if the thread was never assigned to an agent. If the thread was initially assigned to a chatbot and then reassigned to an agent – the agent’s name is specified in this field. |
| first_agent_id_answer | ID of the agent who is the first to reply to a client’s message in the thread. This user can be both a chatbot and an agent. The field remains empty until a message is sent to the client in the thread. |
| first_agent_name_answer | ID of the agent who is the first to reply to a client’s message in the thread. This user can be both a chatbot and an agent. The field remains empty until a message is sent to the client in the thread. |
| last_agent_id | The ID of the user who closes the thread (that is, who is the last one to interact with the client in the thread). This user can be both a chatbot and an agent. The field remains empty if the thread is not closed yet or if the thread was closed from the general distribution queue (that is, the thread was not assigned to a user when it was closed). |
| last_agent_name | The name of the user who closes the thread (that is, who is the last one to interact with the client in the thread). This user can be both a chatbot and an agent. The field remains empty if the thread is not closed yet. The field remains empty if the thread is not closed yet or if the thread was closed from the general distribution queue (that is, the thread was not assigned to a user when it was closed). |
| 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 |
| channel | Channel via which the thread is created |
| auth | Channel type: authorized (yes) or unauthorized (no) |
| app | Channel app name (if several apps are connected to the channel) |
| country | Country of the client’s location |
| region | Region (state, district, etc.) of the client’s location |
| town | Town/city of the client’s location |
| reassigned | Amount of time the thread is in the reassigned state (if any) |
| assigned | Amount of time the thread is in the assigned state (if any) |
| in_progress | Amount of time the thread is in the in_progress state (if any) |
| waiting | Amount of time the thread is in the waiting state (if any) |
| answer_needed | Amount of time the thread is in the reassigned state (if any) |
| new | Amount of time the thread is in the new state (if any) |
| suspended | Amount of time the thread is in the suspended state (if any) |
| unassigned | Amount of time the thread is in the unassigned state (if any) |
| total_waiting_time | Amount of time the client is waiting for a response (that is, it is the total amount of time the client’s thread is in the new, suspended, assigned, reassigned, and answer_needed states) |
| door_to_door_time | Amount of time since the thread is created and until it is closed |
| assignment_agent_time | Amount of time since the thread is created and until it is first moved into an agent’s personal queue. If this has not happened yet, the field is empty. |
| opening_agent_time | Amount of time since the thread is created and until an agent first opens it in the chat area. If this has not happened yet, the field is empty. |
| response_agent_time | Amount of time since the thread is created and until an agent first replies to it. If this has not happened yet, the field is empty. |
| response_time | Amount of time since the thread is created and until an agent or a chatbot first replies in it. If this has not happened yet, the field is empty. |
| net_agent_reaction_time | Difference between response_agent_time and assignment_agent_time |
In the table that follows, you can see the thread states and their definitions:
- Thread distribution queue, the status on the History tab is In queue
| Thread status | Status name in the report | Definition |
| Created | NEW | A thread is created and is pending to be distributed to an agent’s personal queue |
| Unassigned | UNASSIGNED | The thread is pending to be distributed to an agent’s personal queue. The thread is assigned to agent A and then is returned to the distribution queue due to one of the following reasons: Agent A has left the systemAgent A has switched to one of the Inactive statuses, and there is at least one new message from the client in the threadAgent A has sent a block request, but it is dismissed by the supervisor |
| Created after hours | SUSPENDED | The thread is pending to be distributed to an agent’s personal queue. The thread is created after hours according to the channel’s schedule. It will be returned to the distribution queue once the channel is available again. |
- An agent’s personal queue , the status on the History tab is In progress
| Thread status | Status name in the report | Definition |
| Reassigned to the agent | REASSIGNED | The thread is in an agent’s personal queue and is pending the agent’s response. This thread was already assigned to another agent (agent A), but then was moved to the distribution queue once again due to one of the following reasons: Agent A has left the systemAgent A has switched to one of the Inactive statuses, and there is at least one new message from the client in the threadAgent A transferred the threadAgent A has sent a block request, but it is dismissed by the supervisor The thread is not open in the agent’s chat area in agent WP. This thread is considered as waiting for an agent’s response in the agent and supervisor WPs. |
| Assigned to the agent for the first time | ASSIGNED | The thread is in an agent’s personal queue and is pending the first response from the agent. It is not open in the agent’s chat area in agent WP. This thread is considered as waiting for an agent’s response in the agent and supervisor WPs. |
| Waiting for another response | ANSWER_NEEDED | The thread is in an agent’s personal queue and is pending the next response from the agent. It is not open in the agent’s chat area in agent WP. This thread is considered as waiting for an agent’s response in the agent and supervisor WPs. |
| Finishing | WAITING | The thread is in an agent’s personal queue and is pending the next response from the client. It is not open in the agent’s chat area in agent WP. This thread is considered as waiting for a client’s response in the agent and supervisor WPs. The thread closure timeout has started. |
| In progress | IN_PROGRESS | The thread is in an agent’s personal queue and is open in the agent’s chat area. This thread is considered as in progress in the supervisor WP. |
- Out of the queues, the status in the History tab is Closed
| Thread status | Status name in the report | Definition |
| Closed | CLOSED | The thread is closed. |