Active Conversations (Conversations tab and Tag report)

Term: Active Conversations
Meaning Conversations that have at least one message received or a message sent for the selected period. Active conversations are used to compute the total conversations that have occurred during the selected time period. 
Location

Tag report

 

Conversations Tab

Calculation Computed by counting all segments in the selected time period that have either received a new inbound message or from which a new outbound message has been sent. 
Example Today, the team triaged 50 different requests (both net new inbound and outbound follow-up). If the analytics time period is set to measure today, then the team will have 50 total conversations.
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