Conversations touched (Team performance report - table)

Term: Conversations touched (Team performance report)
Meaning Count of conversations on which a teammate has completed one of the following: assigned the conversation, unassigned the conversation, archived the conversation, sent an outbound message, was the assignee of the conversation, or commented on the conversation.
Location

Team performance report

Calculation

Computed per teammate by counting distinct segments where at least one of the following is true:

  • Teammate assigned the conversation to someone (including themselves)
  • Teammate unassigned the conversation,
  • Teammate archived the conversation,
  • Teammate sent an outbound message
  • Teammate was the assignee
  • Teammate commented on the conversation
Example

There are 3 conversations in the Support Inbox: A, B, & C.

  • Jane commented on A and is the assignee for C.
  • John replied to the customer on A.
  • Charlie archived B.

The final results will be:

Teammate

Conversations touched

All teammates

3 (A,B,C)

Jane

2 (A,C)

John

1 (A)

Charlie

1 (B)

FAQ

This metric differs from Conversations (in Team tab). Conversations touched counts all Conversations (in Team tab) and adds conversations assigned to a teammate or that they commented on.

 

How to reconstruct this metric with a Full event export

 

For a given teammate, filter rows to keep all lines with 

[Attributed to = teammate name AND

    (type = assign 

    OR type = archive 

    OR type = assign 

    OR type = unassign 

    OR type = inbound 

    OR type = outbound 

    OR type = out_reply)

OR assignee = teammate name.

 

Conversation touched will then be the distinct count of Conversation API ID x segment.

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