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, and contain at least one message.

Location & attribution

• Custom report

  • Line chart

  • Key metrics chart

  • Heatmap chart

• Customer satisfaction report

  • Customer satisfaction details table - Attributed to the teammate, contact, or account involved in the conversation.

• Tags report

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

• Team performance report

  • Heatmap graph

• Workload report

  • Key metrics chart

  • Workload over time graph

  • Busiest times heatmap

  • Workload by inbox table

• Overview report

  • Main metrics cards

  • Changes over time graph

• Conversations report

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

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.