How to enable Javascript

Analytics Glossary

Learn all the analytics terms using this glossary!

{{ letter.c }}

No terms found

{{ item.title }}

{{ item.replyCount }} reply

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
Daily Volume Export
Term: Daily Volume Export Meaning One of three report options when exporting data . Zip folder with 3 files, each organized by day of the week (Sunday-Saturday) and summarizes the following:…
- 1 yr ago
- 3 replies
- 361
- Naveen Varghese9 mths ago
- Analytics Glossary
Average response time (Default report, Team performance report , Inbox report)
Term: Average response time Meaning The average response time is how long it takes a specific teammate to reply to inbound messages, on average. Location Default report - Team tab Team performance…
- 7 mths ago
- 2 replies
- 550
- Frontadmin10 mths ago
- Analytics Glossary
Conversations (in Team Tab)
Term: Conversations (in Team Tab) Meaning Total count of unique conversations the teammate had action on. Location Team Tab Calculation Computed by adding all the activities that are part of the…
- 10 mths ago
- 2 replies
- 821
- Cori Morrismoderator1 yr ago
- 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
1st Response Time (Default report, Inbox report)
Term: 1st Response Time Meaning 1st response time is how long it takes to reply to the first inbound message of a conversation, on average. Location Default report - Productivity tab Inbox report…
- 6 mths ago
- 1 reply
- 498
- jaredtate1 yr ago
- Analytics Glossary
Customers Helped
Term: Customer Helped Meaning Total count of customers to whom replies have been sent within the specified time period Location Customers Tab Calculation Computed by adding all replies and…
- 1 yr ago
- 1 reply
- 195
- Darcy Groom1 yr ago
- Analytics Glossary
Graph
Term: Graph Meaning Depending on the selected tab, a graph may be shown to visually summarize key information about the section’s metrics. Customize the date range and use the current toggle to gain…
- 1 yr ago
- 1 reply
- 84
- joe. gutierrez1 yr 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 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

1 2 3 4 Next

Analytics Glossary

Business Hours / Shifts

Daily Volume Export

Average response time (Default report, Team performance report , Inbox report)

Conversations (in Team Tab)

Resolved on time

1st Response Time (Default report, Inbox report)

Customers Helped

Graph

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 1st Reply

Resolved conversations

Resolution time

Replies to resolve

Home