Term name

Active conversations

Purpose

Track the volume of conversations in which any activity occurred. 

Example use case: Spot unusual volumes and start an investigation to understand what happened.

Definition

Count of conversation segments where at least one activity took place during the report time period. Activities cover:

• Inbound

• Outbound

• Out Reply (outbound message that is a reply) 

• Archive / Reopen

• Reminder

• Trash / Restore

• Assign / Unassign

• Tag / Untag

• Move

• Comment

• Mention

• Snooze

Location & attribution

• Overview report

  • Main Metrics cards

  • Top Tags list - Attributed to a tag if the conversation had any activity during the time period of the report and is currently labeled with the tag.

• Conversations report

  • Inboxes table - Attributed for an inbox if the conversation had any activity within that inbox during the time period of the report.

• Tags report

  • Tag Details table - Named Conversations tagged in this table. Attributed to a tag if the conversation had any activity during the time period of the report and is currently labeled with the tag.

• Customer Satisfaction report

  • Contacts table - Attributed to the contact(s) involved in the conversation.

  • Accounts table - Attributed to the account(s) involved in the conversation.

FAQ

• Conversations with activities generated solely by rules are included in Active conversations.