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analytics glossary

Scheduling analytics reports
Overview You can schedule an analytics report to be delivered to you or your team on a daily, weekly, or monthly basis so that they automatically arrive in your inbox.…
- Lemuel Chanadmin
- Customer Support Representative
- Lemuel_Chan
- 4 wk ago
- 120
- Analytics Articles
Unresolved conversations
Term: Unresolved conversations Meaning Total count of unique conversations that were not resolved during the time period of the report. Location Team performance report SLA report Calculation…
- 3 mths ago
- 130
- Analytics Glossary
Messages sent by (in Customers Tab - Customers Table)
Term: Messages sent by - Customers Table Meaning Total count of the messages sent by the customer Location Customers Tab Calculation Computed by adding all the messages sent by customers by unique…
- 6 mths ago
- 18
- Analytics Glossary
Conversations moved away
Term: Conversations moved away Meaning Distinct count of segments that were moved out of a specific inbox during the time period of the report. Location Inbox report Calculation N/A Example N/A FAQ…
- 7 mths ago
- 14
- Analytics Glossary
Conversations moved to inbox (Inbox report)
Term: Conversations moved to inbox (Inbox report) Meaning Distinct count of segments that were moved to a specific inbox during the time period of the report.…
- 7 mths ago
- 21
- Analytics Glossary
Messages sent excl. replies (Team performance report)
Term: Messages sent excl. replies (Team performance report) Meaning Count of all replies sent by a teammate. Location Team performance report (Note: This term is not displayed on the table by…
- 7 mths ago
- 24
- Analytics Glossary
Replies sent (Team performance report, Inbox report)
Term: Replies sent (Team performance report) Meaning Count of all replies sent by a teammate. Location Inbox report Team performance report (Note: This term is not displayed on the table by default.…
- 7 mths ago
- 140
- Analytics Glossary
New conversations (sent) (Inbox report)
Term: New conversations (sent) (Inbox report) Meaning Distinct count of segments that started on the time period of the report with an outbound message.…
- 2 mths ago
- 60
- Analytics Glossary
New conversations (received) (Inbox report)
Term: New conversations (received) (Inbox report) Meaning Distinct count of segments that started on the time period of the report with an inbound message.…
- 7 mths ago
- 39
- Analytics Glossary
Conversations started before [start date filter] (Inbox report)
Term: Conversations started before [start date filter] (Inbox report) Meaning Count of conversations that started before [start date filter]. Location Inbox report Calculation Computed per inbox by…
- 7 mths ago
- 21
- Analytics Glossary
New conversations touched (Team performance report - table)
Term: New conversations touched (Team performance report - table) Meaning Count of conversations that started on the time period being looked at on which a teammate has completed one of the…
- 2 mths ago
- 79
- Analytics Glossary
Total conversations (Team performance report)
Term: Total conversations (Team performance report) Meaning Count of all conversations with at least one activity. Location Team performance report Calculation Computed by counting distinct segments…
- 7 mths ago
- 94
- Analytics Glossary
Messages sent (Team performance report, Inbox report)
Term: Messages sent (Team performance report, Inbox report) Meaning Count of all messages sent by a teammate (Team performance report) or from an inbox (Inbox report).…
- 7 mths ago
- 100
- Analytics Glossary
Messages received (Inbox report)
Term: Message received (Inbox report) Meaning Count of all messages received in an inbox. Location Inbox report Calculation Computed by counting all inbound messages received in an inbox.…
- 7 mths ago
- 141
- Analytics Glossary
New Conversations (Inbox report)
Term: New Conversations (Inbox report) Meaning Distinct count of segments that started on the time period of the report and had an inbound, outbound, out_reply or move activity in a given inbox.…
- 7 mths ago
- 89
- Analytics Glossary
Conversations touched (Team performance report - table)
Term: Conversations touched (Team performance report) Meaning Count of conversations on which a teammate has completed one of the following: assigned the conversation, unassigned the conversation,…
- 6 mths ago
- 171
- Analytics Glossary
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.…
- 7 mths ago
- 93
- Analytics Glossary
Handle time (Inbox report, Team performance report & Team tab)
Term: Handle time (Inbox report & SLA report), Average handle time (Team performance report) Meaning The average handle time is how long a teammate spends actively working with the conversation open,…
- 1 mth ago
- 500
- Analytics Glossary
Top reaction time (in Team tab)
Term: Top reaction time (in Team tab) Meaning The average of up to three of the shortest reaction times during the date range of your report. Location Team tab Calculation For each teammate,…
- 8 mths ago
- 9
- Analytics Glossary
Resolved on time
Term: Resolved on time Meaning Conversations resolved during the selected time period and did not trigger an SLA breach on the selected time period. Location SLA report Calculation Computed by the…
- 3 mths ago
- 1 reply
- 37
- Naveen Varghese5 mths ago
- Analytics Glossary
Resolved conversations
Term: Resolved conversations Meaning Total count of all segments that have at least one reply and is currently archived, snoozed, or trashed. A conversation becomes unresolved by a new inbound,…
- 3 mths ago
- 711
- Analytics Glossary
Average response time (Default report, Team performance report , Inbox report)
Term: Average response time Meaning The average response time is how long it takes a specific teammate to reply to inbound messages, on average. Location Default report - Team tab Team performance…
- 6 mths ago
- 2 replies
- 541
- Frontadmin9 mths ago
- Analytics Glossary
Average first response (in Team tab)
Meaning Same as Average response time , except is only calculated based on first responses in a conversation. Location Team tab Calculation Computed average for all messages that are first replies…
- 6 mths ago
- 322
- Analytics Glossary
Refreshing Analytics (cache)
Term: Refreshing Analytics (cache) Meaning Analytics are refreshed every hour or whenever a new query is run. Location N/A Calculation N/A Example There are many things that can cause the analytics…
- 1 yr ago
- 45
- Analytics Glossary
Customers Tab
Term: Customers Tab Meaning The Customers tab lists your most active customers and tracks the volume of customers you have been able to help (that you have replied to) in the date range - see each…
- 6 mths ago
- 550
- Analytics Glossary

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analytics glossary

Scheduling analytics reports

Unresolved conversations

Messages sent by (in Customers Tab - Customers Table)

Conversations moved away

Conversations moved to inbox (Inbox report)

Messages sent excl. replies (Team performance report)

Replies sent (Team performance report, Inbox report)

New conversations (sent) (Inbox report)

New conversations (received) (Inbox report)

Conversations started before [start date filter] (Inbox report)

New conversations touched (Team performance report - table)

Total conversations (Team performance report)

Messages sent (Team performance report, Inbox report)

Messages received (Inbox report)

New Conversations (Inbox report)

Conversations touched (Team performance report - table)

Conversations (Inbox report)

Handle time (Inbox report, Team performance report & Team tab)

Top reaction time (in Team tab)

Resolved on time

Resolved conversations

Average response time (Default report, Team performance report , Inbox report)

Average first response (in Team tab)

Refreshing Analytics (cache)

Customers Tab

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