Active conversations

  • updated 1 mth ago
Term name Active conversations
Purpose

Track the volume of conversations in which any activity occurred. 

 

Example use case: Spot unusual volumes and start an investigation to understand what happened.

Definition

Count of conversation segments where at least one activity took place during the report time period. Activities cover:

  • Inbound
  • Outbound
  • Out Reply (outbound message that is a reply) 
  • Archive / Reopen
  • Reminder
  • Trash / Restore
  • Assign / Unassign
  • Tag / Untag
  • Move
  • Comment
  • Mention
  • Snooze
Location & attribution
  • Overview report
    • Main Metrics cards
    • Top Tags list - Attributed to a tag if the conversation had any activity during the time period of the report and is currently labeled with the tag.
  • Conversations report
    • Inboxes table - Attributed for an inbox if the conversation had any activity within that inbox during the time period of the report.
  • Tags report
    • Tag Details table - Named Conversations tagged in this table. Attributed to a tag if the conversation had any activity during the time period of the report and is 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.
FAQ
  • Conversations with activities generated solely by rules are included in Active conversations.
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  • 1 mth agoLast active
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