Date and Time Handling Definition

Topic Overview
ContactAtOnce! continually captures data reflecting activity of presence-aware advertising. The analytics are time-stamped for time-based analysis. This topic describes how to interpret the dates and times presented in ContactAtOnce! analytics.

Understanding ContactAtOnce! Date and Time reporting requires two key concepts:

Summarized data
Localized time stamps

Summarized Data
ContactAtOnce! summarizes certain analytic data daily. This summarization is done for processing and reporting efficiencies. The summarized data includes impressions and present impressions.
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Summarized data key points:

Data is summarized nightly (US Eastern Time)
The summarization day is 12:00:00 midnight to 11:59:59 US Central Time (GMT – 06:00)
Preferred time zone has no effect on summarized data

Localized Time zones
ContactAtOnce! records all events in an internationalized time format (UTC or Universal Time Co-ordinated). ContactAtOnce! reports all timestamped events in the portal user’s preferred time zone. See User Facing Help for more information. For example:

An IM conversation occurs on June 27, 2006 at 2:42:08 PM EDT
Internally that event will be timestamped as June 27, 2006 18:42:08 UTC
A portal user, with a preferred time zone of US Pacific Time, viewing that event in the portal will see the time stamp as June 27, 2006 11:42:08 AM PDT
A different portal user, with a preferred time zone of Greenwich Mean Time (GMT), viewing that same event will see the time stamp as 27 June 2006 19:42:08.

Answerable Time

The answerable time is the time in which the agent has to accept the conversation.

Note – a conversation is no longer answerable if the customer closes out of the conversation window before the agent accepts. Causing chat sessions in which the shopper quickly closed out to be excluded from this metric.

Additional points:

Daylight savings time, where observed, is automatically applied when the timestamp is localized.