Conversations report

Overview

The Conversations report provides insight into the lifecycle of the conversations in your inboxes to allow you to track the conversation statuses, how many conversations you handled, and volume by inbox. Use this report to understand the flow of messages within a time period and to compare inboxes with each other.

To learn more about when and why to use this report for your team, click here.


Report sections

What Happened chart

Features

  • The What Happened graph allows you to visualize when your busiest times are and when you might need additional staffing to meet demand.
  • Colored bars represent how many conversations in each time period are New workload, Closed workload, and Open at end. See the list below for definitions of each metric.
  • Use the view filters on the top right of this section to filter by Day, Week, or Month.
  • Click on each metric to see the metric details; how it was calculated and which conversations were counted into the metric.

List of metrics

  1. New workload
  2. Closed workload
  3. Open at end

Conversation Flows chart

Features

  • The Conversation Flows Sankey chart visualizes changes of your conversation statuses during the time range. See below for an example of this graph.
  • Hover on a section to see more details about it.
  • Click on each colored area to see the metric details; how it was calculated and which conversations were counted into the metric.

List of metrics

  1. New workload
  2. Open at start
  3. Unreplied to 
  4. Replied to 
  5. Closed workload
  6. Open at end

Inboxes table

Features

  • The Inboxes table shows the statuses of the conversations in your inboxes so that you can measure the work your team is doing.
  • Type in the search box to find specific inboxes.
  • Click the gear icon at the top right of this table to select which metrics you want to display, listed below.

List of metrics

  1. Open at start
  2. Active conversations
  3. New conversations
  4. Moved into inbox
  5. Reopened
  6. Archived in inbox (also known as Archived conversations)
  7. Archived with reply
  8. Archived without reply
  9. Moved out of inbox
  10. Open at end
  11. Messages sent
  12. Messages received

Instructions

Set up a new report view by following this guide.

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