Term name

New workload

Purpose

Track new workload to be tackled.

Example use case: See additional conversations that required attention each day, whether they were new, reopened, or moved in the inbox.

Definition

Count of conversation segments that were new conversations, moved into inboxes, or reopened during the time period shown.

Location & attribution

• Conversations report

  • What Happened chart

  • Conversation Flows measured once per time period

FAQ

• New workload is measured independently for each time period shown in the What Happened graph. Therefore, although they share the same definition, the total New workload in What Happened may not match New workload in Conversation Flows.

• For example, if you are analyzing last week’s data, and a conversation is new on Monday, closed on Tuesday, reopened on Wednesday, and closed again on Thursday, it would appear once as New this period in Conversation Flows, but twice as New workload in the What Happened chart. 

• When a teammate filter is applied to the Conversations report, conversations will be counted if the teammate took any action (sent a message, commented, etc.) over the course of the conversation.