Conversations report
See how many conversations were opened and answered, and how many were resolved or missed their first-response deadline, day by day.
The Conversations report shows how many new conversations came in and how quickly they were answered, and how many your team resolved.
Note: Owners, Admins, Supervisors, Agents and Read Only members can see this report.
Go to Analytics › Conversations. To change the days, set From, To and, if offered, Day boundary, then click Apply.
Two blocks, counted separately
The page has two blocks. They come from two different records and can be counted on different day boundaries, so they're never added together: a combined row would mix two different 24-hour days.
If your organisation's day boundary isn't UTC, the first block carries a Days counted in UTC badge and the page shows a note about two different days on one page. That's expected. See the day boundary.
Opened and answered
This block is always counted on UTC days.
| Figure | What it means |
|---|---|
| Opened | Conversations started by a customer's first message. |
| First responses | Of those, how many got a first reply from you. |
| Mean first response | (table only) The average time from the customer's first message to your first reply. |
Not counted: conversations your business started (for example with a template) that the customer never answered. A conversation is opened by the customer's first message, so outreach with no reply isn't one.
A small chart shows Opened day by day, and a table lists Day, Opened, First responses and Mean first response.
Tip: The Dashboard shows the median first response instead, which is less affected by one very slow conversation.
Handled
This block is counted on the day boundary shown at the top of the page.
| Figure | What it means |
|---|---|
| Resolved | Conversations resolved that day. |
| SLA breached | Conversations whose first-response deadline passed. Each conversation counts once, however many times it was late. |
A small chart shows Resolved day by day, and a table lists Day, Resolved and SLA breached.
First-response deadlines come from your routing settings. See Teams and routing.
Related
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