Open at end

Term name Open at end
Purpose

Track work not yet completed at the end of the time period.

 

Example use case: If your team ended the period with a higher backlog of Open at end than it started with Open at start, it could signal that they have too much work to handle.

Definition Count of conversation segments with activity during the report period, or within the 30 days prior, that remained open at the end of the period.
Location & attribution
  • Conversations report
    • Inboxes table - Conversations segments are counted for an inbox if they were in that inbox at the end of the reporting period.
    • Conversation Flows chart
    • What Happened chart 
FAQ
  • Only conversation segments with activity in the period, or within the 30 days prior, are eligible to be considered Open at end. Therefore, the number you see in Analytics may not match the Open counters visible in your main Front inbox if you have old, untouched conversations in your inbox.
  • Open at end is measured independently for each time period shown in the What Happened graph. Therefore, although they share the same definition, the Open at end in What Happened should only match Conversation Flows in the last time period shown.
  • For example, if you are analyzing last week’s data, and a conversation is new on Monday, closed on Tuesday, reopened on Wednesday, and remained open on Friday, it would appear once as Open at end in Conversation Flows, but twice as Open in What Happened chart (on Monday and Friday). 
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