New conversations
Edited

Term name

New conversations

Purpose

Track new work resulting from a new inbound or outbound message.

 

Example use case: Seeing many messages, but few New conversations, can be a sign of excessive back-and-forth, and an opportunity for improvement.

Definition

Count of conversation segments that started during the time period of the report.

Location & attribution

  • Overview report

    • Main Metrics cards

    • Changes Over Time graph

  • Team Performance report

    • Heatmap graph

  • Conversations report

    • Inboxes table - Conversations segments are counted for an inbox if they started in that inbox.

  • Tags report

    • Tag Details table - A new conversation segment is counted for a tag if 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

Conversation segments without messages (e.g. only a tagging activity) are not included in the New conversations metric.