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Analytics Glossary

Learn all the analytics terms using this glossary!

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Business Hours / Shifts
Term: Business Hours Meaning This is the time range you have set up in your Analytics section, in which your team is expected to respond to customers. If you have multiple Teams ,…
- 2 wk ago
- 6 replies
- 1,795
- Lemuel Chanadmin10 mths ago
- Analytics Glossary
Average first response (in Customers Tab - Customers Table)
Term: Average first response - Customers Table Meaning Average first response time for this customer Location Customers Tab Calculation Computed by adding up all the response times for your…
- 1 mth ago
- 64
- Analytics Glossary
Handle time (Inbox report, Team performance report & Team tab)
Term: Handle time (Inbox report & SLA report), Average handle time (Team performance report) Meaning The average handle time is how long a teammate spends actively working with the conversation open,…
- 1 mth ago
- 509
- Analytics Glossary
Team Tab
Term: Team Tab Meaning When you create an analytics report for a certain date range, the Team tab provides metrics for specific teammates during that time.…
- 2 mths ago
- 3,600
- Analytics Glossary
Average conversation size
Term: Average conversation size Meaning Average number of messages per conversation that each individual teammate had an action on. Location Default report - Team tab Calculation Computed by taking…
- 2 mths ago
- 262
- Analytics Glossary
Full Events Export
Term: Full Events Export Meaning One of three report options when exporting data . Organized by each activity that occurred and its corresponding details for the selected date range.…
- 2 mths ago
- 857
- Analytics Glossary
New conversations touched (Team performance report - table)
Term: New conversations touched (Team performance report - table) Meaning Count of conversations that started on the time period being looked at on which a teammate has completed one of the…
- 3 mths ago
- 79
- Analytics Glossary
Archived conversations (in Conversations Tab - Tags Table)
Term: Archived Conversations - Tags Table Meaning The count of unique conversations that have been archived with specified tag already added Location Conversations Tab Calculation Computed by adding…
- 3 mths ago
- 175
- Analytics Glossary
New conversations (sent) (Inbox report)
Term: New conversations (sent) (Inbox report) Meaning Distinct count of segments that started on the time period of the report with an outbound message.…
- 3 mths ago
- 61
- Analytics Glossary
Active conversations
Term: Active conversations Meaning Conversations that have at least one message received or a message sent for the selected period. Active conversations are used to compute the total conversations…
- 3 mths ago
- 198
- Analytics Glossary
New conversations
Term: New conversations Meaning Total count of new segments for the selected period Location Team performance report Tag report Default report - Conversations tab Calculation Computed by counting…
- 3 mths ago
- 543
- Analytics Glossary
Segment
Term: Segment Meaning Any new conversation or revived conversation from an inactive state. Some channels, such as chat or SMS, technically do not ever end;…
- 3 mths ago
- 974
- Analytics Glossary
Inactive conversation/inactivity time
Term: Inactive conversation/inactivity time Meaning The length of time during which a conversation should have no new activity in it before going into an inactive state.…
- 3 mths ago
- 601
- Analytics Glossary
Unresolved conversations
Term: Unresolved conversations Meaning Total count of unique conversations that were not resolved during the time period of the report. Location Team performance report SLA report Calculation…
- 3 mths ago
- 138
- Analytics Glossary
Resolved on time
Term: Resolved on time Meaning Conversations resolved during the selected time period and did not trigger an SLA breach on the selected time period. Location SLA report Calculation Computed by the…
- 3 mths ago
- 1 reply
- 38
- Naveen Varghese5 mths ago
- Analytics Glossary
Resolved on 1st Reply
Term: Resolved on 1st Reply Meaning Percentage of conversations resolved on the first reply. Location Default report - Productivity tab SLA report Calculation Computed by adding all the…
- 3 mths ago
- 222
- Analytics Glossary
Resolved conversations
Term: Resolved conversations Meaning Total count of all segments that have at least one reply and is currently archived, snoozed, or trashed. A conversation becomes unresolved by a new inbound,…
- 3 mths ago
- 738
- Analytics Glossary
Resolution time
Term: Resolution time Meaning Average time it took for the segments to become resolved in the selected date range. See here for the definition of a resolved conversation.…
- 3 mths ago
- 921
- Analytics Glossary
Replies to resolve
Term: Replies to resolve Meaning The average number of replies it takes to resolve the conversations in the selected date range. See here for the definition of a resolved conversation.…
- 3 mths ago
- 342
- Analytics Glossary
Conversations Tab
Term: Conversations Tab Meaning The Conversations tab gives information about two main elements: 1) the volume of messages you receive and 2) metrics for the tags you have used during this date…
- 3 mths ago
- 1,804
- Analytics Glossary
Response Time
Term: Response Time Meaning The response time is the average amount of time it took for replies to be sent to your inbound messages. Location Productivity Tab & SLA report Calculation Calculated by…
- 4 mths ago
- 1,106
- Analytics Glossary
Reaction Time
Term: Reaction Time Meaning Time it takes for a teammate to assign/reassign an inbound message to another teammate (not to self), send a reply, or archive it.…
- 4 mths ago
- 929
- Analytics Glossary
Reaction Time versus Response Time
Term: Reaction Time versus Response Time Meaning Reaction time is an internal metric and consists of assigning/reassigning and sending/archiving; whereas response time is an external metric…
- 4 mths ago
- 675
- Analytics Glossary
Team Analytics Report
Term: Team Analytics Report Meaning Custom report filtered by any combination of inboxes, channels, teammates, and tags showing team performance. Location N/A Calculation How to create a team…
- 5 mths ago
- 1,593
- Analytics Glossary
Average tag duration (in Tag report)
Term: Average tag duration Meaning Time a tag was applied before being removed Location Tag report Calculation Computed by summing Tag application duration for events of type = untag and dividing by…
- 5 mths ago
- 27
- Analytics Glossary

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Analytics Glossary

Business Hours / Shifts

Average first response (in Customers Tab - Customers Table)

Handle time (Inbox report, Team performance report & Team tab)

Team Tab

Average conversation size

Full Events Export

New conversations touched (Team performance report - table)

Archived conversations (in Conversations Tab - Tags Table)

New conversations (sent) (Inbox report)

Active conversations

New conversations

Segment

Inactive conversation/inactivity time

Unresolved conversations

Resolved on time

Resolved on 1st Reply

Resolved conversations

Resolution time

Replies to resolve

Conversations Tab

Response Time

Reaction Time

Reaction Time versus Response Time

Team Analytics Report

Average tag duration (in Tag report)

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