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Conversation Data Concepts

\n

A Conversation is any service engagement or event generated by the Conversation Platform and\nadministered by the Virtual Agent; it can be a chat, a voice call or a Service Request.\nThis page describes the basic concepts, entities, and processes concerning conversations.

\n

A conversation is initiated when travelers use the Conversation Platform to service their needs.\nThe conversation can take place via online chat, voice call, or email service request.\nWhile using the platform in a text-based mode, such as chat, travelers can interact with a Virtual\nAgent (VA) by exchanging texts, called Messages.\nThe VA is equipped with intelligent skills to determine and fulfill many customer intents.\nEach Skill is composed of specific Tasks to successfully accomplish the skill.

\n

\n \n \n

A Queued conversation is considered to be Not Contained.\nSimilarly, a conversation in the queue may fail to be assigned to a Human Agent, effectively making\nthe conversation Abandoned.\nThis can happen due to several reasons, for example by system failure or because a traveler\nintentionally abandoned the conversation.

\n

The Human Agent servicing the traveler also has the VA at its disposal, fully leveraging its\nintelligence to better serve the traveler.\nHe can also Consult with or Transfer the conversation to another agent who is better\nequipped to serve the traveler.

\n

Deflection

\n

At any point during the conversation (whether the VA completes the skill or not),\nthe traveler can request assistance from a human agent.\nIf the attempt to transfer to a human agent fails, the conversation Deflected.

\n

Deflection generally occurs in accordance with Business/Partner rules such as hours\nof operation (HOO), throttle rules, customer requests for email response, callback,\nor other offline options.

\n

Channel filters

\n

Conversations may be filtered by Channel Type and Channel Name as follows:

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
Channel TypeChannel NameDescription
Chatc3Chat conversations initiated by travelers via the VAC (Virtual Agent Control).
Chatvoyager_nextChat conversations initiated by agents in Voyager Next.
Emaillx_supplierEmail conversations initiated by suppliers and routed through the conversation platform to hide supplier’s email account details from Traveler.
EmailmailgunEmail conversations initiated by travelers and handled by the Mailgun Adapter.
Emailvoyager_nextEmail conversations initiated by agents in Voyager Next.
Emailvoyager_next_emailChild email conversations initiated by agents in Voyager Next.
Eventevent_streamAir Schedule Change notifications.
Offlineservice_requestService Requests created for agents to handle. For Conversation V1, the same Service Request will likely be handled across multiple conversations.
VoicemcvChat conversations initiated by agents from MCV Softphone. Channel Type used to be \"Chat\".
Voicevoice_bridgeVoice conversations initiated by travelers from ICRS (off platform, but imported into platform data warehouse for reporting).
Voicevoice_bridge_smartphoneVoice conversations initiated by agents from ICRS (off platform, but imported into platform data warehouse for reporting).
VoicephoneVoice conversations native to Conversation Platform.
WebepcwebLodging relocation notices sent to travelers.
\n

Participant Session concepts

\n

Formerly known as Conversation Segment, a Participant Session captures the details of each\nParticipant, including the Virtual Agent, who initiated or joined the Conversation

\n

Participant type

\n\n

Participant events

\n\n

Key metrics

\n\n

Queue time

\n

Total time in seconds that Conversation was in Queue waiting to be assigned to an Agent.

\n\n

Answer time

\n

Total time in seconds from when Conversation was placed in Queue and Agent's first response.

\n\n

Assigned time

\n

Total time in seconds that Conversation was assigned to an Agent.

\n\n

Handle time

\n

Total time in seconds that Agent worked on the Conversation.

\n\n

Wrap-up time

\n

Total time in seconds that an Agent participant was in wrap-up.

\n\n

Chat example

\n

\n \n \n \n \n

\n

Voice example

\n

\n \n \n \n \n

\n

Summary Data Dictionary

\n

For descriptions of the various data fields grouped by type, refer to the corresponding section:

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