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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 mths ago
- 6 replies
- 1,551
- Lemuel Chanadmin7 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
- 325
- Naveen Varghese6 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…
- 4 mths ago
- 2 replies
- 443
- Frontadmin7 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…
- 7 mths ago
- 2 replies
- 759
- 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…
- 2 wk ago
- 1 reply
- 30
- Naveen Varghese2 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…
- 3 mths ago
- 1 reply
- 421
- 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
- 174
- 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
- 75
- joe. gutierrez1 yr ago
- 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…
- 20 hrs ago
- 51
- 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…
- yesterday
- 152
- 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.…
- yesterday
- 29
- 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…
- 9 days ago
- 138
- 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…
- 9 days ago
- 477
- 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;…
- 2 wk ago
- 806
- 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.…
- 2 wk ago
- 508
- 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…
- 2 wk ago
- 72
- 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…
- 2 wk ago
- 194
- 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,…
- 2 wk ago
- 406
- 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.…
- 2 wk ago
- 782
- 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.…
- 2 wk ago
- 300
- 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 wk ago
- 1,687
- 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…
- 1 mth ago
- 971
- 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.…
- 1 mth ago
- 868
- 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…
- 1 mth ago
- 594
- 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…
- 2 mths ago
- 1,396
- Analytics Glossary

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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

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

Conversations Tab

Response Time

Reaction Time

Reaction Time versus Response Time

Team Analytics Report

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