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 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.|
(Note: This term is not displayed on the table by default. Click the 3 dots on the top right of the table to select it to view.)
Computed per teammate by counting distinct segments with at least one event with New conversation = 1 and where at least one of the following is true:
On top of this, the All teammates line will also count conversations on which no teammate took one of the above actions. This covers unassigned conversations on which no manual action was taken.
There are 3 conversations in the Support Inbox: A, B, & C. Conversation B is the only one with a New conversation = 1 event on the time period of the report.
The final results will be:
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 type = comment)
OR assignee = teammate name.
Keep a list of Conversation API ID x segment.
Going back to the non-filtered export, create a second list of Conversation API ID x segment filtered on New conversation = 1
New conversations touched will then be the distinct count of Conversation API ID x segment that are in both of the above lists.