Open conversations (in SLA report)

SLA report

Computed by counting distinct segments which were open at the end of a given time period. Snoozed conversations are included in this count.

Conversation X goes as follow: 

1. On 04/11, an inbound is received. It stays open.
2. On 04/12 the conversation is snoozed until 04/13.
3. On 04/13, a reply is sent, the conversation is archived at 3:00PM but it's unarchived at 4:00PM.
4. On 04/14 a second inbound is received. There is a resolution (reply + archive) on the same day

On the open conversation graph:

• 04/11: conversation X counts as open
• 04/12: conversation X counts as open (even if it's snoozed)
• 04/13: conversation X counts as open. Even though the conversation was archived at one point, it finished the day as not archived.
• 04/14: conversation X does not count as open

This metric corresponds as what you see in P2 at the end of a time period. Depending on your configuration it's:

• Open + Snoozed in P2
• Unassigned + Assigned + Snoozed in P2