Basics of Gnatta Data

Echo

An Echo is Gnatta terminology for an individual message. An Echo can be inbound or outbound, so refers to both messages sent in by a customer or messages sent by an advisor in Gnatta. Looking at Echo level data is particularly useful for understanding sent and received messages on Email, Twitter, Facebook, WebChat, Trustpilot, WhatsApp or SMS.

This data type is static and will not shift over time.

Conversation

A Conversation is an individual customer communication on a single channel. This could be an email thread or a webchat, for example. Conversation level data is key for analysing WebChat or Voice. With both of these channel types being ‘live’ contacts with customers, this gives a clear start and a finish to the conversation (whereas a Facebook Messenger conversation could span over a couple of days).

When analysing WebChat or Voice, this data type is static and will not shift over time as the conversation have a clear start and end.

Interaction

Interactions are what are presented to users as workable items. An interaction can be a collection of multiple Echoes and Conversations, which can include Conversations with customers across different channels and also conversations with third parties in relation to a customer’s query. An Interaction will be in one of two states, open or closed, depending on whether the customer is awaiting a response from a User.

Interaction level data is useful when analysing information that changes from customer to customer, such as the reason for contact, as is it is always tied to Interaction level.

This data type is not static and will shift over time due to interactions re-opening and closing.

As an example, your data may show a closed interaction. If the relevant customer then replies tomorrow this will re-open the interaction. If the advisor then replies and closes the interaction the following day, analytics will log the interaction as closed on the following day and will no longer show it tomorrow.

Why are Gnatta Analytics and HTTP Node Interaction data different?

Let’s run through a scenario to explain why you may see different values externally compared to Gnatta Analytics. In the Interaction example in the previous section, you would receive HTTP data on both occasions the Interaction is marked closed. For this reason, HTTP data cannot be reconciled against what is shown in Gnatta Analytics. This is because you will receive multiple records from workflow to your endpoint whereas Gnatta will display data based on Interaction’s current state, providing you with a more dynamic data output.

Given that the workflow is set to push data to your endpoint every time an interaction is closed, you will receive this data each time the advisor sets an interaction to a closed state.