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.|
Team performance report
Computed per teammate by counting distinct segments where at least one of the following is true:
There are 3 conversations in the Support Inbox: A, B, & C.
The final results will be:
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.