Message Tabs and Properties

The tables in this topic describe the Properties available in the various tabs of the Message window. You can view a Message from the Preview pane of the Interactions Workspace, the Interaction window, the Chat Workspace, and the Phone Workspace.

All Properties of the Message Object, except Contact and Account, are updated by Talisma, and cannot be modified or deleted. Contact and Account Properties can be updated from the Phone or Chat Workspace during a session.

The following are the tabs in the Message window:

• Properties Tab

• Content Tab

• E-mail Tab

• Chat Tab

• Phone Tab

• Live Actions Tab

• Interaction Actions Tab

• Response Time Tab

• Interactions Tab

• SMS Tab

Before reading the descriptions in this topic, see “Using Property Tables in Talisma Client Help”.

The text "TBA" in the last column of the table refers to Talisma Business Administrator.

Properties Tab

The Properties tab contains system Properties. It also contains custom Properties created for the Message Object. Values for these Properties are read-only and are updated by Talisma. You can modify the Contact and Account fields during a chat or phone session.

Property (* indicates that the Property is mandatory)	Description	Value Updated by (Talisma/User)	Property Can be Edited/Deleted in TBA
Created at	Date and time when the Message was created.		Cannot be edited or deleted
Media	Indicates the Medium through which the Message was sent or received.		Cannot be edited or deleted
Contact ID	The ID of the Contact associated with the Message. For example, if the Message is created as a result of a phone call from Maria of Global Fashions, and the ID of the Contact named Maria is 0003, the value for the Contact ID Property is '0003'. The value for the Contact ID Property is displayed as a link. You can click the Contact ID link to view the details of the Contact in the Contact window.		Cannot be edited or deleted
Contact Name	Name of the Contact associated with the Message. Although Talisma automatically sets the Contact for a Message created from a chat or phone session, you can change the Contact when the session is in progress. The value for the Contact Name Property is displayed as a link. You can click the Contact Name link to view the details of the Contact in the Contact window.		Cannot be edited or deleted
Direction	The direction of the Message. If the Message was created through e-mail, a chat session or phone call from a Contact, the value for this Property is Incoming. By default, the value for this Property is Incoming. When creating an Interaction, the User can specify the Direction. The value for this Property is automatically set to Outgoing when: • The User sends a reply to an Interaction. • The User forwards an Interaction to a Contact or to another User. • The User consults a Specialist for the Interaction.		Cannot be edited or deleted
Owner	The User who currently owns the Message. When a Message is created through the E-mail Medium, the Owner is the Talisma User to whom the Interaction is assigned. For Messages created through the Phone or Chat Medium, the User who participated in the chat or phone session is the Owner.		Cannot be edited or deleted
Team	The Team to which the Message belongs. This is the Team to which the relevant Interaction, chat session or phone session belongs.		Cannot be edited or deleted
Account ID	The ID of the Account associated with the Message.		Cannot be edited or deleted
Account name	Name of the Account associated with the Message. For a Message created from a chat or phone session, Talisma automatically sets the Account or Contact. You can modify this value when the session is in progress. For Messages created through the E-mail Medium, the Account associated with the Contact is automatically set as the Account for the Message. You cannot modify this value.		Cannot be edited or deleted
From	E-mail ID of the Contact associated with the Message.		Cannot be edited or deleted
To	For an incoming Message, this Property displays the e-mail IDs of the Teams to which the request was routed. These are e-mail IDs configured as incoming Aliases for the Teams. For a Message sent from the Talisma system, this Property displays the e-mail ID of the recipient. The recipient can be a Contact, a reviewer, or another Talisma User.		Cannot be edited or deleted
Cc	E-mail IDs to which the Message was copied.		Cannot be edited or deleted
Subject	Subject of the Message.		Cannot be edited or deleted
Attachment	This is an enumerated Property with the values True and False. The value for this Property is True if the Message contains an attachment.		Cannot be edited or deleted
Campaign ID	The ID of the Campaign associated with the Message. The Campaign ID Property is displayed as a link. You can click the Campaign ID link to view the details of the Campaign in the Campaign window. The value in this Property is updated by Talisma when a Message is created as a result of the outbound Phone Campaign.		Cannot be edited or deleted
Target ID	The ID of the Target associated with the Message. The Target ID Property is displayed as a link. You can click the Target ID link to view the details of the Target in the Target window. The value in this Property is updated by Talisma when a Message is created as a result of the outbound Phone Campaign.		Cannot be edited or deleted
Make Call Step Name	The name of the Make Call Step, specified in the Name field of the Make Call Step when the Campaign is created. The name is displayed in the following format: "<Campaign name>\<Make Call Step Name>". The value in this Property is updated by Talisma when a Message is created as a result of the outbound Phone Campaign.		Cannot be edited or deleted
Real Time Media (Group) The Properties in this group are updated by Talisma when the Message is created through a Real Time Medium such as Chat or Phone. Of these Properties, Session time, Session Wait Time and Session Lifetime are computed properties; you can click to calculate the values for these Properties.
Session State	This Property indicates the status of an ongoing phone or chat session. The value for this Property can be: • Closed: When the User ends the phone or chat session. • Denied: When a visitor’s chat request is not accepted by a Talisma User. • Transferred: When the phone or chat session is transferred to another User. • Active: When the phone or chat session is in progress. This status is displayed until the User ends the session. • Suspended: When a chat session is temporarily suspended by the User. This status is displayed until the chat session is resumed.		Cannot be edited or deleted
Session accepted at	A chat request or phone call that is received may not be accepted immediately. The Session accepted at Property displays the time when the session is accepted by a User.		Cannot be edited or deleted
Session Ended At	When a User ends a chat or phone session, this Property displays the time at which the session ended.		Cannot be edited or deleted
Session time	The duration (in seconds) of the chat or phone session. The value for this Property is calculated as the difference between the time when the session ended, and the time when the session was accepted. In a phone session, this Property includes Hold Time. Formula: Session Ended At - Session Accepted At. Example A chat session that commenced at 1:45 P.M. has ended at 2 P.M. Session Time = 2 P.M. - 1:45 P.M. = 15 minutes = 900 seconds. Note • Session Ended At includes the time taken by the chat User to wrap up the chat or phone session. • Click to view the updated value of this Property.		Cannot be edited or deleted
Session Wait time	The period (in seconds) between the time when the session was accepted, and the time when the session was created. Formula: Session Accepted Time - Time when the session was created. Example A chat session enters the Talisma system at 2 P.M. It is accepted by a chat User at 2:05 P.M. Session Wait Time = 2:05 P.M. - 2 P.M.= 5 minutes. The Session Wait Time is 300 seconds. Note Click to view the updated value of this Property.		Cannot be edited or deleted
Session Lifetime	The period (in seconds) between the time when the chat or phone session ended, and the time when the session was created. Formula: Session Ended at - Session Created at. Example A chat session created at 1:40 P.M. has ended at 2 P.M. Session Lifetime = 2 P.M. - 1:40 P.M. = 20 minutes = 1200 seconds. Click to calculate the value of this Property. Note • The period for which a chat or phone session is in the suspended state is not included to compute this Property. • This Property includes the time taken by the chat User to wrap up the chat session.		Cannot be edited or deleted

Content Tab

This tab displays the content of the e-mail message, the SMS message, or the chat conversation, depending on the Medium through which the Message is created. This tab is blank for a phone session.

E-mail Tab

This tab contains details if the Message was created through the E-mail Medium. The Properties of the Message are based on those set for the Interaction.

Property	Description
Language	The language of the Message. An incoming Message is automatically logged as an Interaction, and by default, the Language is English. Similarly, when an Interaction is logged by a User, a Message is created. The value for the Language Property in such a Message depends on the language set for the Interaction.
Alias Name	The Alias of the Team to which the Message belongs.
Mail Server Time	For incoming Messages, this is the time at which the Message arrived on the mail server. For outgoing Messages, this is the time at which the Message was dispatched from the mail server.
E-mail Type	The value of this Property depends on the direction of the e-mail message. The direction can be Incoming or Outgoing. Property values for Incoming Messages include: • Contact Message: Indicates that the Message was sent by a Contact to a Talisma User. • System Undeliverable: Indicates that the Message from a Contact, Specialist, or Talisma User failed to reach Talisma. • Specialist Response: Indicates that the Message is a response sent by a Specialist to a Talisma User. • Reply to forward: Indicates that the Message is a reply to a forwarded Message. Property values for Outgoing Messages include: • Reply: Indicates that the Message is a response sent by a Contact, Specialist, or Talisma User. • Consult Specialist: Indicates that the Message is sent by a Talisma User to a Specialist. • Forward: Indicates that the Message is forwarded by a Talisma User to a Contact, Specialist, or another Talisma User. • AutoAcknowledgement: Indicates that the Message was sent by Talisma as an automatic acknowledgment to a Message received from a Contact, Specialist, or Talisma User. • New Mail: Indicates that the Message is a new mail sent by a Talisma User, or triggered by a Talisma Rule, to a Contact, Specialist, or Talisma User.
Mail Header	Displays the following details of an incoming Message: • Display Name and E-mail ID of the sender. • Display Name and E-mail ID of the recipient. • MIME format. • Subject Line. • Date and Time when the Message was received. • Message ID.
Character set	The Character Set associated with an incoming or outgoing message. This Property is created during the installation or upgrade process. This is an enumerated Property with enumerated values that include the Character Sets supported by Talisma’s Mail Component. This is a Read-only Property. By default, the value of this Property is blank. The value is set automatically when an e-mail message is received with a Character Set that is already specified for it. Alternatively, a User can change the Character Set for a Message from the Inbox Workspace, or the Message window.
Threading Paused	Indicates whether threading of a Message has been paused. The value of this Property is set to True if the threading has been paused. This is a Read-only Property. The threading of Messages is paused if Talisma has been configured to receive incoming e-mail messages with a blank Character Set, in the Inbox Workspace. By default, the value of this Property is False. For more information on configuring Talisma to handle incoming messages with a blank Character Set, see Installation Manager Help.
Outgoing Message
Current State	The value of this Property is based on the status of the e-mail message in the Outbox. When the Message is dispatched, the value for this Property is blank. The value for this Property can be: • Paused: Indicates that the Message is temporarily suspended from being dispatched from Talisma. • Rushed: Indicates that the Message is to be dispatched from Talisma immediately. • Normal: Indicates that the Message is awaiting dispatch in the Outbox.
Error code	When Talisma fails to dispatch a Message, this Property indicates the Error code of the error encountered.

Chat Tab

This tab contains details about the chat session through which the Message was created. The Properties in the Chat tab are automatically updated with information if the Chat Medium was used. In Talisma Business Administrator, the Business Administrator User can add custom Properties for the Chat Medium in this tab. The Business Administrator User can also create custom tabs, and define custom Properties for them.

Property	Description
Browser	The browser used by the visitor to visit the corporate Web site.
IP address	Internet Protocol (IP) Address of the visitor's computer.
Starting URL	The first URL visited.
Stall count	The number of Stall time threshold units recorded in a chat session. If a chat User fails to respond to a contact's query before the Stall time threshold is reached, the Stall count is incremented by 1. Stall time threshold (in minutes) can be configured in Talisma Business Administrator. Example Stall time threshold has been defined in Talisma Business Administrator as 3 minutes. If the chat User does not respond to the visitor's chat request for the next 3 minutes, the icon is displayed in the Visitor Status column of the My Sessions pane, and the value of this Property is increased by 1.
Chat type	The type of chat session through which the Message was created. The value of this Property can be Proactive, Reactive, or Internal. • Proactive: Indicates that a Talisma User initiated the chat session with a visitor who is browsing the corporate Web site. • Reactive: Indicates that a visitor to the corporate Web site initiated the chat session with a Talisma User, seeking assistance. • Internal: Indicates that a Talisma User initiated the chat session with another Talisma User.
Visitor ID	The ID of the visitor in the Message. This value is automatically updated from the chat session.
Visitor Name	The name of the visitor in the Message. This value is automatically updated from the chat session.
Visitor E-mail	The e-mail address of the visitor in the Message. This value is automatically updated from the chat session.
Chat Time	The period (in seconds) between the time when the session ended and the time when the session was accepted, excluding any period when the chat session was in the Suspended state. Click to calculate the value of this Property. Formula: [(Session Ended at - Session Accepted at) - Suspended Time]. Example A chat session accepted at 1:45 P.M. has ended at 2 P.M. During this time, the chat session was in the Suspended state from 1:50 P.M. to 1:55 P.M. The value of Chat Time is computed as follows: [(2 P.M. - 1:45 PM) - 300 seconds] = 600 seconds.
Suspended Time	The duration (in seconds) for which the chat session was in the Suspended state. If the chat sessions is suspended on multiple occasions, the value of this Property is the total time the chat session was in the Suspended state. Click to calculate the value of this Property.

Phone Tab

A Message is created when a phone call coming into Talisma is routed to a User in a Team. The Phone tab in the Message window displays information about the phone call.

Property	Description
ANI	Automatic Number Identification (ANI) displays the telephone number of an incoming call.
DNI	Dialed Number Identification (DNI) displays the number that was dialed.
Recovered Session	If Talisma Client stops responding during a phone session, a recovered session is created. The value for this Property is set to True when the User logs on to Talisma Client again.
Hold Time	If a User had placed the phone session on hold, the value for this Property indicates the duration (in seconds) for which the phone call was in the Hold state. If the same call was placed on hold several times, this Property indicates the total duration. Example If the phone session was placed on hold on two occasions for 45 seconds, and 30 seconds, the Hold Time of the phone session is 75 seconds. Note Click to view the updated value of this Property.
Talk Time	The value for this Property is calculated as the difference (in seconds) between the time when the phone session ended and the time when the phone session was accepted, excluding any period when the phone session was on hold. Formula: [(Session Ended at - Session Accepted at) - Hold Time]. Example A phone session accepted at 1:45 P.M. has ended at 2:00 P.M. During this time, the phone session was on hold from 1:50 P.M. to 1:55 P.M. The value of this Property is computed as [(2 P.M. - 1:45 P.M.) - 300 seconds] = 600 seconds. Note Click to view the updated value of this Property.
Outgoing Call Category	This is an enumerated type of Property. The values of this Property can be General, Campaign, or Call Back. • General: Indicates that a Talisma User handled the outbound phone conversation, which was not part of an outbound phone Campaign. This value can be specified by the Talisma User. • Campaign: Indicates that the Talisma User handled the outbound phone call with a Contact who is a Target in a Campaign. This value is updated by the Talisma system. • Call Back: Indicates that a visitor to the Customer Portal had requested for a phone call from a Talisma User and this Message was created as a result of such a call. This value can be specified by the Talisma User.
Call Outcome	This is an enumerated Conditional Mandatory Property. It is mandatory when the value of the Outgoing Call Category Property is Campaign. When a User-initiated outbound phone call is made as part of a Campaign, the User specifies the value of this Property at the end of the phone session. Alternatively, when the outbound phone call is made using an external dialer, the value of this Property is updated by the third-party application. This Property can have Success, or Failure as its value. • Success: Indicates that the outbound phone call to the Target was successful. • Failure: Indicates that the outbound phone call to the Target was unsuccessful. When the User selects the relevant option, the Target progresses from one step of the Campaign Workflow to the next. If custom values have been specified for this Property in Talisma Business Administrator, Phone Users can select the required value at the end of the outbound phone call. In addition, predefined or custom values set for this Property in Talisma Business Administrator, can be selected by Users when specifying a Non-Wait Event after the Make Call step in the Campaign Workflow.

Live Actions Tab

This tab displays details about the activities performed in real time, such as attending to a phone call and chatting with a visitor online. This tab tracks various Message-based operations such as transferring a chat session, and inviting other Users for a conference with Contacts. Comprehensive Message-based reports can be generated based on the data in the Live Actions tab.

Property	Description
Operation	The value for this Property can be: • Route: Indicating that the chat request or phone call was sent to the User by the Talisma system. • Transfer: Indicating that a Talisma User transferred the chat or phone session to another Talisma User. • Conference: Indicating that the chat session is a conference session. A general record and an individual record are maintained for any Conference. The general record maintains session Property details for the Conference on the whole until the end of the conference session. The individual record of session Properties is maintained for each Conference participant, and the owner, until the individual leaves the conference. • Conference Owner: The name of the User who invited one or more Users to participate in a conference chat session. • Conference Participant: Indicating that the phone or chat User is participating in a common session with other Talisma Users, and the caller or visitor. • Consult: Indicating that the phone User consulted a Specialist during a phone session. This Property value is phone-specific. • Wrap-up: Indicating that the phone session was created as a result of a disconnected phone call, and the session was wrapped up. This Property value is phone-specific. • Supervisor Barge In: Indicating that the Supervisor took over a chat session and continued the conversation with a visitor. This Property value is chat-specific.
Status	The value for this Property can be: • Closed: Indicating that the User ended the phone or chat session. • Denied: Indicating that a Talisma User did not accept a visitor’s chat request. • Transferred: Indicating that the User transferred the phone or chat session to another User. • Active: Indicating that the phone or chat session is currently in progress. The session remains Active until the User ends the session. • Suspended: When a chat session is temporarily suspended by the User. This status is displayed until the chat session is resumed.
Source User	The name of the User who transfers the phone or chat session, or starts a conference.
Source Team	The name of the Team from which the phone or chat session was transferred, or a conference was started.
Target User	The recipient of the phone call or chat request.
Target Team	The destination Team from which the target User is selected.
Start Time	The time at which the operation started. Operations include live actions performed during a chat or phone session, such as transfer, consult, and conference.
Acted Time	The date and time at which the User accepted the incoming chat request or phone call. In a proactive chat session, this Property is updated with the date and time the visitor accepted the chat session.
Wait Time	The difference (in seconds) between Acted Time and Start Time. Click to view the updated value of this Property.
End Time	The time when the operation ended.
Operation Duration	The time spent (in seconds) on each operation during the phone or chat session. This is the difference between End Time and Start Time for each operation. Click to view the updated value of this Property.
Cause of Suspension	If a chat session is suspended, this Property indicates the cause that was specified by the User when suspending the session. By default, Talisma provides Investigation and Visitor Machine Reboot as two causes. The Business Administrator User may have defined additional causes as the values for the Cause of Suspension Property. Whenever the value for the Cause of Suspension Property is modified, a new record is added in the Live Actions tab.

Interaction Actions Tab

This tab contains details about Messages created automatically through the E-mail Medium, and Interactions logged at the end of chat and phone sessions.

Property	Description
Interaction ID	A unique identifier for the Interaction created in Talisma. When an e-mail message arrives in Talisma, an Interaction is automatically created.
Follow-up Level	The follow-up level of the Message in the Interaction. The value for this Property is increased by 1 when a Contact sends a reply to a resolved Interaction. This Property helps to track the Interactions that require follow-up after the Users resolved them.
Team	The name of the Team to which the Interaction belonged, if this Interaction was logged at the end of a phone or chat session.
User	Name of the User who performed an operation on the Interaction.
Operation	A session comprises several operations. The operations can be Add comment, Add Message, Read, Reply, Review reply, Forward, and Consult Specialist.
Start time	The date and time when the operation in the Operation Property, started.
End time	The date and time when the operation in the Operation Property, was completed.
Total Time	The total time taken for the operation (in seconds). Formula: End Time - Start Time.

Response Time Tab

This tab tracks the time taken to respond to a Message, and the time taken to process it.

Property	Description
Interaction ID	The ID of the Interaction to which the Message is linked. This is automatically generated by Talisma.
Follow-up Level	The follow-up level of the Message in the Interaction (if it is applicable). The value for this Property is increased by 1 when a Contact sends a reply to a resolved Interaction. This Property helps to track the Interactions that require follow-up after the Users resolved them.
Team	The Team to which the Interaction belonged at the time the response was sent.
User	The User who sent the response to the Message.
Response Time	The difference (in seconds) between the time when a User most recently replied to a Message, and the time at which the Message was first created. For example, the e-mail message was received by the User at 5 P.M., and the User responded to the e-mail message at 5:15 P.M. The Response Time of the Message is computed as follows: 15 minutes * 60 seconds = 900 seconds.
Processing Time	The difference (in seconds) between the time at which a User replied to a Message and the time at which the Interaction containing the Message was assigned to the User. For example, you are assigned a Contact's e-mail message at 5 P.M. You respond to the Contact at 5:15 P.M. The Processing Time of the Message is computed as follows: 15 minutes * 60 seconds = 900 seconds. Note Typically, the Response Time is equal to the Processing Time, except when an Interaction is assigned to None by the Talisma system before the Interaction is assigned to a specific User. For example, an e-mail message is received at 10 A.M. It is assigned to None by the Talisma system at 10:15 A.M. It is then transferred to User1 at 11 A.M. User1 replies to the message at 11:30 A.M. The Response Time is 10 A.M to 11 30 A.M., which is (90 minutes * 60) = 5400 seconds, and the Processing Time is 11 A.M. to 11:30 A.M. which is (30 minutes * 60) = 1800 seconds.

Interactions Tab

This tab displays the list of Interactions associated with the Message. You can link a new Message to an existing Interaction, but cannot link an existing Message to a new Interaction or existing Interaction. For information about the Properties displayed in this tab, see Interaction Tabs and Properties.

SMS Tab

This tab records all events related to the SMS Medium.

Property	Description
SMS Keyword	The SMS Keyword typed by the Contact in the SMS message.
SMS Web Service	The SMS Web Service of the Team to which the SMS message belongs.
SMS Server Time	For outgoing SMS messages, this is the time at which the SMS message was dispatched from Talisma to the service provider. For incoming SMS messages, this is the time at which the SMS message is received in Talisma Main Database from the service provider.
SMS Dispatcher	The SMS Dispatcher of the Team to which the SMS message belongs.
SMS Outgoing
SMS Status	The status of the SMS Message. This Property can have one of the following values: • NEW - indicates that the SMS Message is being processed to be sent to the service provider. • SENDING - indicates that the SMS Message is ready to be dispatched to the service provider. • SENT - indicates that the service provider has acknowledged that the SMS Message has been received from Talisma. • SEND_ERROR - indicates that the service provider has reported an error relating to the receipt of the SMS Message dispatched from Talisma. • DELIVERY_STATUS_REQUEST - indicates that a request is sent to the service provider for an update on whether the SMS Message has been delivered to the recipient. This request is dispatched for those SMS Messages whose Delivery status value is SENT. • DELIVERED - indicates that the SMS Message is delivered to the recipient by the service provider. • DELIVERY_ERROR - indicates that the SMS Message is dispatched by the service provider but is not delivered to the recipient. This can occur because of technical constraints that prevent the SMS Message from being delivered to the recipient.
Error Code	When Talisma fails to dispatch the SMS message, this Property indicates the error code of the error that is encountered. This code is given to Talisma by the service provider.
Error Description	The description of the error.

Columns Displayed in a Related Object Tab

The Interaction Object is related to the Message Object. The Interactions tab displays Properties as column headers. You can customize the columns that are displayed in this tab.