Table of Contents

Reports: Conversations

Susan Swier Updated by Susan Swier

Tab Filters

In this tab, there are three types of filters for users to apply based on their reporting needs.

screenshot of conversation filters in the reports dashboard

Filters

Description

Date

This date range picker will allow Users to select a range of dates to be applied to report components.

Categories

This filter will allow Users to select one or more conversation categories to be applied to report components.

Teams

This filter will allow Users to refine their view of report components by selecting one or multiple Teams.

Users

This User filter will allow Users to refine their view of report components by selecting one or multiple Users.

Reports Components

Tip: Note that a limit of 10,000 conversations will be shown in the conversations reports. If you need to analyze large volumes of conversations, consider using Data Export.

Conversations

screenshot of conversations opened and closed report

Metric #1: Conversation Opened

The number of conversations opened within the selected time period based on the time the conversation was opened.

Metric #2: Conversation Closed

The number of conversations closed within the selected time period based on the time the conversation was closed.

Chart: Conversation Opened vs Closed

This multiple bar chart shows the number of conversations opened and closed within the selected time period based on their respective dates.

Performance

screenshot of conversations performance report
Performance reports are only generated for closed conversations. Open conversations will not be taken into account.

Metric #1: Average First Response (hh:mm:ss or mm:ss)

The average time taken to send the first response within the selected period based on the time of the first response from any User/ Agent (excludes Workflows and Dialogflow responses).

Metric #2: Average Resolution (hh:mm:ss or mm:ss)

The average time taken to close a conversation within the selected period based on the time the conversation was closed. Conversations are only considered to be resolved when they are closed.

Chart: First Response Time vs Resolution Time

These graphs compare the average first response time and average resolution time within the selected period.

Heatmaps

screenshot of conversations open and closed heatmap

Conversations Opened Heatmap

This heatmap shows the distribution of conversations opened across the hours of the day. This can help Managers observe peak periods for inbound conversations and plan their manpower accordingly.

Conversations Closed Heatmap

This heatmap shows the distribution of conversations closed across the hours of the day. This can help Managers understand the correlation between conversations closed and conversations opened in the Conversations Opened Heatmap to check for unusual trends or behaviors.

Conversations Opened by Contact Type

screenshot of conversations opened by contact type report

Metric #1: New Contacts

The number of conversations opened by new Contacts based on the time the conversations were opened.

Metric #2: Returning Contacts

The number of conversations opened by returning Contacts based on the time the conversations were opened.

Chart: New vs Returning

This stacked bar chart shows the number of opened conversations broken down by Contact Type (New vs. Returning) based on the time the conversations were opened.

Conversations Opened by Source

screenshot of report on conversations opened by source

This stacked bar chart shows the number of opened conversations broken down by source, or how was the conversation opened.

There are four ways to open a conversation:

Source

Description

User

The conversation was opened by the User from the Messages Module.

Contact

The conversation was opened by a Contact who sends an incoming message.

Workflows

The conversation was opened by a Workflows Trigger.

Welcome Event

The conversation was opened by a welcome event triggered by a Contact on a supported Channel.

Conversations Closed by Category

screenshot showing conversations closed by category report

This stacked bar chart shows the number of conversations closed broken down by Category based on the time the conversation was closed.

Conversation categories can be configured in the Settings module.

Conversations Closed by Source

screenshot of conversations closed by source report

This stacked bar chart shows the number of conversations closed broken down by source, or how the conversation was closed, at the time the conversation was closed.

There are four different ways to close a conversation:

Source

Description

User

The conversation was closed by the User from the Messages Module.

Bot

The conversation was closed by a bot who is attending to the conversation.

Workflows

The conversation was closed by a Workflows automation rule.

Contact Merge

The conversation was closed by the merging of duplicate Contact profiles and their respective conversations.

Conversation Logs

This table lists all the conversations closed within the selected time period.

screenshot of conversations log in the reporting module
If a User has been deleted from the Workspace, their username will be replaced by their user ID. Export all user IDs from User Settings before removing Users for accurate record-keeping.

Table Headers

Description

Time Conversation Opened

The date and time of when the conversation was opened

Time Conversation Closed

The date and time of when the conversation was closed

Closed By

The name of the User who closed the conversation

Source

The source of how the conversation was closed

Contact Name

The name of the Contact of the associated conversation

Assignee Name

The name of the assignee that was assigned to the Contact

First Response Time

The first response time provided by any User to the Contact

(Format-> hh:mm:ss or mm:ss)

Resolution Time

The time taken to close the conversation

(Format-> hh:mm:ss or mm:ss)

Number of Incoming Messages

The number of incoming messages received during the conversation

Number of Outgoing Messages

The number of outgoing messages sent during the conversation (excluding broadcast messages)

Category

The conversation category as specified in the Closing Note

Summary

The conversation summary as described in the Closing Note

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