Conversations

This tab consists of all the metrics and information related to conversations.

Tab Filters

In this tab, there are 3 types of filters for users to apply based on their reporting needs.

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.

Conversation

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

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. (excluded 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

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

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

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

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

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

There can be 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.

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 datetime of when the conversation was opened
Time Conversation Closed	The datetime 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
Time Conversation Opened	The datetime of when the conversation was opened
First Response Time (Format-> hh:mm:ss or mm:ss)	The first response time provided by any User to the Contact
Resolution Time (Format-> hh:mm:ss or mm:ss)	The time taken to close the conversation
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