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What conversation metrics can I choose for my custom report?

  • February 24, 2021
  • 1 reply
  • 19 views

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If I'm building a custom report, which conversation metrics can I add to my report?

1 reply

Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • February 24, 2021

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.

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