How to know number of messages per interaction on virtual agent

[Pedro Antonio S]

I need to know how many inbound and outbound messages have each interaction on virtual agent  in order to calculate an average per interaction, totals and some data per service an so on, how can i achieve this?

[johndoh · Accepted solution]

Hello Pedro,

You can look at the sys_cs_conversation table and open any record. In the related lists you will see the conversational messages tab which is what you are looking for.

You can group by conversation in list view as an example for your report as these are actually stored within the sys_cs_message table. Just in case you're looking for Utterances those you can look for in the interaction_log table.