How to read Conversation reports

The Conversation Report offers an overview of your conversations in a specific period: volume, messages received/sent, response time, resolution time, count of resolutions.

Access: go to Reports → Conversations.

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Metrics

The following metrics are present in the report:

Conversations

Counts the number of daily, weekly, etc. conversations, considering only those created in the selected period. If a conversation is reopened from a previous period, it will not be included. The heatmap in the report overview can offer more detailed insights about the conversations created.

Reopenings from previous periods do not are included in this count. For time-of-day patterns, see the heatmap in Reports → Overview.

Messages received

Number of incoming messages across all channels in the selected period.

Messages sent

Number of outgoing in the period (includes messages from bots and agents).

First Response Time (FRT)

Average time that an human agent takes to respond for the first time to conversations created in the period. It is calculated as the difference between the first human message and the and the last non-human activity (for example, when the conversation is opened or when a bot hands off to an agent).

Resolution Time

Average time and the bot to resolve conversations created in the period.

Calculation: difference between the first opening of the conversation and the moment of resolution.

Reopenings do not count as separate conversations. If you reopen and then resolve later, the total resolution time increases.

Resolution count

Number of conversations resolved on each day within the period.

Customer wait time

Time that customers wait for any response from your account (not limited to the first). It is similar to FRT, but calculated on all messages sent.

The higher it is, the slower the team is responding to individual messages.

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More reports (useful filters)

In some cases, it's useful to analyze these numbers filtered by a specific team or agent. You can open one of the following reports in the side menu:

• Agents: Assess individual productivity and identify areas for improvement.

• Tags: By categorizing conversations by topic/subject, you measure productivity by type of request, identify knowledge gaps and opportunities for improvement in the help center and in bots.

• Inbox: Track metrics by channel/inbox, distribution trends and the effectiveness of response and resolution.

• Team: Monitor performance of specific teams, trends and areas for improvement. Capacity & scale:

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How to use in practice

• use to scale shifts. Conversations + Messages received Quality & SLA:

• monitor Wait time FRT, Resolution time and Efficiency:.

• track ; combine with reports by Messages sent and Resolution countAgent/Team Root cause:.

• use to understand recurring themes and prioritize help center content and bot flows. Labels