Hey @Teresa Laurin  Shauna here from Support! 

For more context on each

New Conversations

• The 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 and

  • Grouped 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 Conversations

• Number of conversations started by an inbound message, including through inbound bots.

Hey @Shauna - is there a knowledge base with these thorough definitions? I’m wondering about Conversations 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!

Hey @Shauna - is there a repository with details like this for all metrics?

I’m looking for some clarity on Conversations assigned vs conversations responded to.

Hoping to create a YOY comparison report but having a hard time finding the true number as it varies slightly across the various default reports.

Thanks,

Michael