Table of Contents
The Conversation Summary gives you an overview of Conversation activity and helps you see how Conversations are being handled overall.
How data in the report is measured #
The report is measured by the following:
Grouping
- Grouped by Conversation and Time granularity.
Time Anchor
- Data is time anchored using the ‘Conversation Last Closed At’ event.
Metrics used for the Conversation Summary #
Review the definition of each metric and how it’s used to calculate data. These are fields you’ll see in the CSV download. Data may change if Conversations are reopened and closed again because the “Last Closed At” time will be changed.
| Metric | Description | Comments |
| Last Closed At | Timestamp when the closed Conversation was last closed. | This is also the time anchor for the report |
| Conversations Closed | Count of Conversations closed. | Unless otherwise noted (e.g. for % FCR Success), other metrics in the report use this count as the denominator. |
| Unique Customers | Count of unique customers with Conversations. | |
| % Multichannel | Percent of Conversations that involved more than 1 Channel. | |
| % FCR Success | Conversations that were successful First Contact Resolution divided by Conversations that were eligible for FCR. | Learn more detail about how FCR is calculated here. |
| Count of FCR Eligible | Count of Conversations that were eligible for First Contact Resolution. | Learn more detail about how FCR is calculated here. |
| Avg Count of Contacts | Average count of Contacts per Conversation. | |
| Avg Count of Channels | Average count of unique Channels per Conversation. | |
| Avg Count of Notes | Average Count of Notes per Conversation. | |
| Avg Count of Agents Assigned | Average count of agents assigned to work on the Conversation, including the agent initially assigned where applicable. | |
| Avg Count of Inboxes Assigned | Average count of inboxes the Conversation was assigned to, including the initially assigned Inbox. | |
| Avg Times Closed | Average count of times the Conversation was closed. | |
| Avg Times Reopened | Average count of times the Conversation was reopened. | |
| Avg Times Topic Added | Average count of times a Topic was added to the conversation. | |
| Avg Times Topic Removed | Average count of times a Topic was removed from the cConversation. | |
| Avg Created-to-First Closed Time | Average duration of time from when the Conversation was created to when it was first closed. | |
| Avg Created-to-Last Closed Time | Average duration of time from when the Conversation was created to when it was last closed. | |
| Avg Conversation Handle Time | Average duration of time spent by any agent on the customer profile while the Conversation is open | Learn more detail about how Handle Time is calculated here. |
| Count of Conversation Merges | Count of times Conversations was merged. | This metric counts whether other Conversations were merged into the set of Conversations. |
| Payment Requests – Completed | Count of payment requests during the Conversation that ended as “Completed.” | |
| Payment Requests – Declined | Count of payment requests during the Conversation that ended as “Declined.” | |
| Payment Amount – Completed USD | Total amount of payments requested during the Conversation that ended as “Completed.” | This metric only captures payment requests in US Dollars. |
| Payment Amount – Declined USD | Total amount of payments requested during the Conversation that ended as “Declined.” | This metric only captures payment requests in US Dollars. |
Note – For metrics that are durations of time, the report in the UI will show time in d:hh:mm:ss (Days, Hours, Minutes, Seconds) format, while the downloaded CSV will show time in raw Seconds.
How the Conversation Summary report is filtered #
Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.
Date
- When filtering by date, you will see Conversations that were last closed within that range.
Rollup
- Each row represents information for any Conversation last closed during that given time granularity, as selected in the Rollup.
- When changing the rollup filter (e.g., Daily), the report will show you Conversations that were last closed for each day based on your Date filter. For example, if your Date filter is Aug 8-10, and the rollup is Daily, you’ll see Conversations that were last closed on Aug 8, 9, and 10.
Team
- When filtering by Team, you will see all the Conversations last closed by Agents in that team.
Inbox
- When filtering by Inbox, you will see all the Conversations last closed in that Inbox.
