Analytics - the Conversations tab

Overview

The Conversations tab gives information about two main elements: 1) the volume of messages you receive and 2) metrics for the tags you have used during this date range. You might use this report to determine your staffing needs, see what day and time you are most busy, and follow up on specific topics being tracked by your tags you’ve set up.

None of the metrics in this tab are affected by business hours, as the data here revolves around volume as opposed to specific times. It could take up to a few hours for changes you make to be reflected in the analytics.


Conversations graph

The Conversations line graph displays the volume of messages throughout the days of the week, based on which message type you have selected in the dropdown menu. The Current and Previous toggle will highlight whichever line you have toggled to, and hovering over the data point show the number of messages for that day.


Conversations metrics

You will see six main metrics below the chart that summarize the volume of your conversations, or segments

Total conversations

This is the total number of segments, or conversations, where at least one message was sent or received, for the selected date range. 

New conversations

This is the total number of conversations that received their first message or resumed after being inactive. In other words, this is the number of new segments during this period.

Conversations per day

This is the average number of conversations per day for the selected date range, calculated by taking all the sent and received conversations, then dividing by the number of active days (days where at least one segment occurred). 

Total messages received

This is the total number of messages received for the selected date range. 

Busiest day

This is the day that saw the most messages received, displayed in your time zone. 

Busiest time

This is a 3-hour time window during the day which saw the most number of messages received. The busiest time may not necessarily be on your Busiest day.


Tags table

The tags table is a list of tags and metrics for all the tags that are were used during the selected time range. Tags added outside of the date range will still show up in the table, as well as tags added after the conversation was archived. We will break down each column of the table below. Remember that tags are applied to a whole conversation, which includes all the messages within it.

Archived conversations

This is the total number of segments that have been archived and have this tag, in the selected date range. 

Open conversations

This is the total number of open segments bearing this tag at the time the report was run, for segments during the selected date range.

Total conversations

This is the total number of open and archived segments with this tag, for the selected date range.

Total messages

This is the total number of individual messages within segments that have the tag, for the selected date range.

Messages per conversation

This is the average number of messages within the segments in the selected date range, calculated by taking total messages number and dividing by total conversations number.

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