Currently, workforce management tracks new conversations opened at a certain time but does not take into account unsnoozed conversations. For our company, conversations can span multiple days. The issue I'm running into is that the workforce management feature only counts conversations as soon as they are created and assigned to the team, not when conversations are unsnoozed on additional days.
This causes a bit of a reporting discrepancy because, for example, 20 new conversations could get opened on Monday, but 60 conversations from last week got unsnoozed because the customer replied on Monday morning. Workforce management only shows that there were 20 new conversations today and that our team has a surplus of manpower. This isn't entirely true because there was actually a total of 80 conversations our team worked on today, not necessarily 20.