Conversations (Inbox report)

Term: Conversations (Inbox report)
Meaning Distinct count of segments that had an inbound, outbound, outbound reply, or move activity in a given inbox.
Location

Inbox report

Calculation

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

  • Inbound message was sent
  • 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.

Example

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.

Inboxes

Conversations

Notes

All inboxes

2 (A,B)

C is not counted as there is no inbound, outbound or move activity

Tier 1

2 (A,B)

 

Tier 2

1 (A)

B is not counted as it’s archived when it’s moved in Tier 2

C is not counted as there is no inbound, outbound or move activity

FAQ

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.

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