With each new custom report you build, you add can measure one conversation metric. Choose from:

• Conversation volume — Number of unique inbound conversations.
• Number of teammate replies — Number of teammate replies per conversation.
• First assignment to close time — Time between the conversation being assigned to a teammate and when it was first closed.
• First response time — Time each teammate took to reply to the first incoming message in a conversation.
• Time to close — Time from when the conversation was started to when it was first closed.
• Number of reassignments — Number of times a conversation was reassigned after the first teammate reply.
• Conversation rating — Customer satisfaction rating assigned to a conversation.
• Reply volume — Number of replies.
• Response time — Time for a teammate to reply to any message in a conversation.