Conversations (Inbox report)

Inbox report

Computed per inbox by counting distinct segments where at least one of the following is true:

• Inbound message was received
• Outbound or reply was sent
• Conversation was moved from or to the inbox

The All inboxes line does the same for all inboxes at once.

Let’s imagine 3 conversations A,B & C across two inboxes Tier 1 & Tier 2:

• A starts as an inbound in Tier 1. It’s moved to Tier 2.
• B starts as an outbound in Tier 1. It’s archived in Tier 1 and then moved to Tier 2.
• C is ongoing in Tier 2 but receives only comments during the time period of the report.

How to reconstruct this metric with a Full event export

For a given inbox, filter rows to keep all lines with 

Inbox at event time = inbox name AND

( type = inbound 

OR type = outbound 

OR type = out_reply

OR type = move )

Conversation touched will then be the distinct count of Conversation API ID x segment.