Reporting - Conversation Metrics

Question

Cannot find an article to explain the real difference between these two and which one is the most accurate to report on volumes. Additionally, the totals do not add up under the Team Performance Tab to either of the above for total conversations. Any help is appreciated.

Shauna · Accepted Answer

Hey @Teresa Laurin👋🏼 Shauna here from Support!For more context on each ⬇️New ConversationsThe volume of unique conversations created during the selected time period, grouped by first end user reply.This dashboard:Show all conversations by default. This counts any conversation with an end user reply andGrouped by first end user reply instead of conversation created at. This is required to accommodate conversations that were in response to an outbound message.New Inbound ConversationsNumber of conversations started by an inbound message, including through inbound bots.

Michael Nortei · Answer

Hey @Shauna- is there a knowledge base with these thorough definitions? I’m wondering aboutConversations assigned vs conversations responded to.Trying to create some Year-over-year comparisons but having a hard time with what number is accurate throughout the various canned reports as they differ slightly.Thanks!

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