Inactive conversation/inactivity time

Term: Inactive conversation/inactivity time
Meaning The length of time during which a conversation should have no new activity in it before going into an inactive state. Once inactive, the conversation will stop accruing time in analytics and will become unassigned if a new message comes in (at which point it starts a new segment).
Location N/A
Calculation

You can specify per channel how long it takes for a segment to go inactive, by clicking into Settings, click Inboxes, click the inbox, then into the Settings sub-menu, and adjust the Conversations become inactive after option. Depending on your use case and channel type, you may want to have some channels with shorter inactivity periods. The actions that create new segments after the inactivity time has passed are: new inbound message, assign, archive, reopen.

Example

If the inactivity period is set to the default 5 days, if a conversation is archived with no activity for 5 days, then all relevant metrics (response time, reaction time, # of messages per conversation) will be computed. When new activity occurs on the inactive conversation after 5 days, all subsequent data will be related to a new conversation.

FAQ By default, the inactivity time in Front is set to 5 days for all inboxes.
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