New conversations

  • updated 4 days ago
Term name New conversations

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.
FAQ Conversation segments without messages (e.g. only a tagging activity) are not included in the New conversations metric.
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