Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • ⤶ alcmeon.ai Home
English (US)
US English (US)
FR French
  • Help Center
  • Analytics
  • Volumes

Messages processed

Updated at March 28th, 2025

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Alcmeon AI
  • Advisor Console
    Inbox Conversation Page Channel Specificities
  • Channels
    All Channels AlcmeonChat WhatsApp KakaoTalk
  • Alcmeon Bots
    Quick start All Scenario Steps Scenario Examples
  • Workflows & automations
  • Analytics
    Analytics - General Volumes Delays
+ More

Table of Contents

What does "processed" mean? Messages processed Definition of Processed Messages Messages processed outside chatbots Definition of Messages processed outside chatbots Indicators in these Analytics pages Total number of messages processed Answered Other columns “Action Date” Criterion

đź”’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.

Definition of Processed Messages

All messages sent by your customers that were handled by a bot or an advisor

 

 

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.

Definition of Messages processed outside chatbots

All messages sent by your customers that have been handled by an advisor

 

 

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.

 

 

handled delivered

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • Incoming flow
Book a demoGet started
Use cases
CareLoyalty & UpsellMarketingE-commerce
Platform
OverviewBot BuilderChannelsCRM IntegrationsAdvisor Console
Workflow builderAnalyticsPrivacySecurity
AI
ManifestoAI AssistantAI BotsGetting Started With AIPrivacy + AI
Company
CustomersBook a DemoContact Us
Legal noticesPrivacy
©2011 - 2025 Alcmeon - All rights reserved
Expand