New conversations

Term name

New conversations

Purpose

Track new work resulting from a new inbound or outbound message.

Example use case: Seeing many messages, but few New conversations, can be a sign of excessive back-and-forth, and an opportunity for improvement.

Definition

Count of conversation segments that started during the time period of the report.

Location & attribution

• Overview report

  • Main Metrics cards

  • Changes Over Time graph

• Team Performance report

  • Heatmap graph

• Conversations report

  • Inboxes table - Conversations segments are counted for an inbox if they started in that inbox.

• Tags report

  • Tag Details table - A new conversation segment is counted for a tag if currently labeled with the tag.

• Customer Satisfaction report

  • Contacts table - Attributed to the contact(s) involved in the conversation.

  • Accounts table - Attributed to the account(s) involved in the conversation.

• Workload report

  • Key metrics chart

  • Workload over time graph

  • Busiest times heatmap

  • Workload by inbox table

FAQ

• For conversation segments that started on or after Dec. 9, 2022: Conversation segments without messages (e.g. only a tagging activity) are not included in the New conversations metric.

• For conversation segments that started before Dec. 9, 2022: Conversation segments without messages (e.g. only a tagging activity) are included in the New conversations metric.