Archived conversations

Term name

Archived conversations

Purpose

Track conversations that were handled during the time period of the report and required no more actions at the end of said time period.

Example use case: See who was able to close out the most number of inquiries yesterday.

Definition

Count of conversation segments that were archived or snoozed during the time period of the report and are still archived at the end of the time period of the report.

Location & attribution

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart

• Tags report

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

• Team performance report

  • Main metrics cards

  • Team performance table - A conversation is counted for a teammate if they performed the archive action.

FAQ

• This differs from the Team performance report, where archive actions are attributed to the teammate who performed the archive action.