🔒Included in ALCMEON CARE ESSENTIAL, ALCMEON CARE ENTERPRISE

What does "processed" mean?

In Alcmeon, processing a message means "performing a processing action." This does not mean that the message is "completed": it may not yet have received a response or been "archived."

Alcmeon actions considered in this statistic as processing actions are: reply, archive, hold, annotate, request help, respond to a help request, stop processing (i.e. release a message), assign to another advisor, tag (qualify), route to another team.

Messages processed

In the illustration above, we detail the processing actions that were applied to the different messages from the customer.

In our example, all messages have been processed except the last one on Sunday the 8th. This Analytics page will therefore have 6 processed messages.

Messages processed outside chatbots

In the illustration above, some messages have been processed by an advisor. This Analytics page will therefore have 3 processed messages.

Indicators in these Analytics pages

Total number of messages processed

This is the number of messages that underwent one or more processing actions, and that action took place during the period. These messages may have been received on a different date than the action.

Answered

This is the number of messages that received a response and their action over the period. These messages may have been received on a different date than the action date.

Other columns

The metrics are the same as above, but based on the action described, such as "Annotated" or "Archived"

“Action Date” Criterion

The period is called "Action Date": we therefore take into account on this page the date on which the action was carried out on a message.

One consequence of this phenomenon is that it is impossible to compare the figures for incoming flow with those for processed messages, because the incoming flow is calculated over a period called "Received Date" and the processed messages over a period called "Action Date". However, a message can be processed one or more days after its receipt date.