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客服人员或机器人转移报表示例查询
使用这些示例查询来监控 WhatsApp 参与度，方法是跟踪发送给客服人员或机器人解决的对话数量。
| 适用于：Lightning Experience |
适用于：
|
需要客服人员或机器人转移的对话数量
此查询按旅程和活动详细信息分组信息。返回的信息包括对话计数和适用渠道。您可以使用指定的时间段进行筛选。
SELECT
ssot__WorkflowId__c,
COUNT(*) AS COUNT
FROM
ssot__MessageEngagement__dlm
WHERE
ssot__EngagementChannelActionId__c = 'ROUTE' AND
ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING') AND
ssot__EngagementDateTm__c BETWEEN from_iso8601_timestamp('START_DATE') AND
from_iso8601_timestamp('END_DATE')
GROUP BY
ssot__WorkflowId__c需要客服人员或机器人转移的对话数量，以及平均转移时间
此查询按旅程和活动详细信息分组信息。返回的信息包括对话计数、旅程名称、活动名称和适用渠道。您可以使用指定的时间段进行筛选。
SELECT
e.ssot__SendTimePhoneNumber__c AS contact,
e.ssot__EngagementDateTm__c AS transferred_event_time,
MAX(p.ssot__EngagementDateTm__c) AS transfer_event_time,
e.ssot__EngagementDateTm__c AS message_after_transfer_time,
date_diff(
'second',
MAX(p.ssot__EngagementDateTm__c),
e.ssot__EngagementDateTm__c
) AS time_difference_seconds,
e.ssot__SenderCode__c AS senderCode
FROM
ssot__MessageEngagement__dlm p
INNER JOIN ssot__MessageEngagement__dlm e ON
e.ssot__EngagementChannelActionId__c = 'ROUTE' AND
e.ssot__EngagementDateTm__c > p.ssot__EngagementDateTm__c AND
e.ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING') AND
e.ssot__SendTimePhoneNumber__c = p.ssot__SendTimePhoneNumber__c AND
e.ssot__SenderCode__c = p.ssot__SenderCode__c
GROUP BY
e.ssot__SendTimePhoneNumber__c,
e.ssot__EngagementDateTm__c,
e.ssot__SenderCode__c需要客服人员或机器人转移的对话数量，以及转移前的平均消息数量
此查询按旅程和活动详细信息分组信息。返回的信息包括对话计数、转移前的平均消息数量、旅程名称和适用渠道。您可以使用指定的时间段进行筛选。
SELECT
COUNT(*) AS numberOfMessagesSendBeforeTransfer,
e.ssot__SendTimePhoneNumber__c,
e.ssot__SenderCode__c
FROM
ssot__MessageEngagement__dlm e
LEFT JOIN ssot__MessageEngagement__dlm p ON
p.ssot__EngagementChannelActionId__c = e.ssot__EngagementChannelActionId__c AND
p.ssot__EngagementNotesTxt__c = 'MARKETING_CLOUD_ENGAGEMENT' AND
e.ssot__SendTimePhoneNumber__c = p.ssot__SendTimePhoneNumber__c AND
e.ssot__SenderCode__c = p.ssot__SenderCode__c AND
(
p.ssot__EngagementChannelActionId__c = 'SEND_STATUS' OR
p.ssot__EngagementChannelActionId__c = 'INBOUND'
)
WHERE
e.ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING') AND
e.ssot__EngagementChannelActionId__c = 'ROUTE'
GROUP BY
e.ssot__SendTimePhoneNumber__c,
e.ssot__SenderCode__c转移和转移失败的对话百分比
此查询按错误原因代码分组信息。返回的信息包括转移计数、错误计数、错误代码和失败原因。您可以使用旅程名称和指定时间段进行筛选。
SELECT
ssot__WorkflowId__c,
(
COUNT(
CASE
WHEN ssot__MessageRecipientSendStatus__c is NOT NULL THEN 1
END
) / COUNT(*)
) * 100 AS percentageOfError
FROM
ssot__MessageEngagement__dlm
WHERE
ssot__EngagementChannelActionId__c = 'ROUTE' AND
ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING') AND
ssot__EngagementDateTm__c BETWEEN from_iso8601_timestamp('START_DATE') AND
from_iso8601_timestamp('END_DATE')
GROUP BY
ssot__WorkflowId__c转移与第一个机器人或客服人员联系之间的时间
此查询按错误原因代码分组信息。您可以返回单个级别的信息，或按渠道标识符聚合的信息。返回的信息包括转移计数、平均等待时间、数量或渠道、错误代码和失败原因。您可以使用旅程名称和指定时间段进行筛选。
SELECT
e.ssot__SendTimePhoneNumber__c AS contact,
e.ssot__EngagementDateTm__c AS transfer_event_time,
MIN(e.ssot__EngagementDateTm__c) AS message_after_transfer_time,
date_diff(
'second',
e.ssot__EngagementDateTm__c,
MIN(p.ssot__EngagementDateTm__c)
) AS time_difference_seconds,
e.ssot__SenderCode__c AS senderCode
FROM
ssot__MessageEngagement__dlm p
INNER JOIN
ssot__MessageEngagement__dlm e ON
p.ssot__EngagementChannelActionId__c = 'ROUTE' AND
e.ssot__EngagementDateTm__c = p.ssot__EngagementDateTm__c AND
e.ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING') AND
e.ssot__SendTimePhoneNumber__c = p.ssot__SendTimePhoneNumber__c AND
e.ssot__SenderCode__c = p.ssot__SenderCode__c
WHERE
p.ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING')
GROUP BY
e.ssot__SendTimePhoneNumber__c,
e.ssot__EngagementDateTm__c,
e.ssot__SenderCode__c转移的对话所用的时间
返回的信息包括转移计数、在 Service Cloud 中解决个案之前在聊天中花费的平均时间以及数字或渠道。您可以使用旅程名称和指定时间段进行筛选。
SELECT
e.ssot__sendtimephonenumber__c AS contact,
e.ssot__engagementdatetm__c AS transfer_event_time,
Min(e.ssot__engagementdatetm__c) AS message_after_transfer_time,
date_diff(
'second',
Min(p.ssot__engagementdatetm__c),
Max(p.ssot__engagementdatetm__c)
) AS time_spend_agent,
e.ssot__sendercode__c AS senderCode
FROM
ssot__messageengagement__dlm p
INNER JOIN ssot__messageengagement__dlm e ON
p.ssot__engagementchannelactionid__c = 'ROUTE' AND
e.ssot__engagementdatetm__c = p.ssot__engagementdatetm__c AND
e.ssot__engagementnotestxt__c = 'ENGAGEMENT_SERVICE' AND
e.ssot__sendtimephonenumber__c = p.ssot__sendtimephonenumber__c AND
e.ssot__sendercode__c = p.ssot__sendercode__c
WHERE
p.ssot__engagementnotestxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING')
GROUP BY
e.ssot__sendtimephonenumber__c,
e.ssot__engagementdatetm__c,
e.ssot__sendercode__c本文章是否解决您的问题？
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