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 user to select a range of dates to be applied to the reports components.
Categories	This categories filter will allow user to select one or more conversation categories to be applied to the reports components
Teams	This team filter will allow user to select one or multiple teams to be applied to the reports components.
Users	This user filter will allow user to select one or multiple users to be applied to the reports components.

Reports Components

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 conversation opened and closed within the selected time period based on their respective dates.

Performance

Metric #1: Average First Response

The average of the total time taken to send the first response from the closed conversations within the selected time period based on the time the conversation was first responded.

Metric #2: Average Resolution

The average of the total time taken to close a conversation from the closed conversations within the selected time period based on the time the conversation was closed.

Chart: First Response Time vs Resolution Time

This area graphs compares the average first response time and average first resolution time from the conversations closed within the selected time period based on the time the conversation was closed.

Heatmaps

Conversations Opened Heatmap

This heatmap shows the distribution of conversation opened across the hours of the day. This can help managers to understand on the frequency of conversations coming in and plan their manpower to manage the conversations

Conversations Closed Heatmap

This heatmap shows the distribution of conversation closed across the hours of the day. This can help managers to understand the correlation with the Conversations Opened heatmap to check for unusual trends or behaviours.

Conversations Opened By Contact Type

Metric #1: New Contacts

The number of conversations that was opened by new contacts based on the time the conversation was opened.

Metric #2: Returning Contacts

The number of conversations that was opened by returning contacts based on the time the conversation was opened.

Chart: New vs Returning

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

Conversations Opened By Source

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

There can be four different ways to open a conversation :-

Source	Description
User	The conversation was opened by the user from the messaging module
Contact	The conversation was opened by a contact who sends an incoming message
Automation	The conversation was opened by outcome of an automation rule configured in the space
Welcome Event	The conversation was opened by a welcome event triggered by a contact at 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.

The 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 of how was the conversation closed at the time the conversation was closed.

There can be four different ways to open a conversation :-

Source
User	The conversation was closed by the user from the messaging module
Bot	The conversation was closed by a bot who is attending to the conversation
Automation	The conversation was closed by outcome of an automation rule configured in the space
Contact Merge	The conversation was closed due to simultaneous conversation on both contacts to be merged

Conversation Logs

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

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 closes 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	The first response time provided by the assignee to the contact
Resolution Time	The time taken to close the conversation
Number of Incoming Messages	The number of incoming messages that was received from the conversation
Number of Outgoing Messages	The number of outgoing messages that was sent to the conversation
Category	The conversation category of the conversation's closing note
Summary	The conversation summary of the conversation's closing note