The Average Conversation Contacts report can help you understand the average number of Conversation exchanges between your Agents and the Customer to answer questions or solve an issue.
How Data in the report is measured #
The report is measured by the following:
Grouping
- Grouped by Conversation.
Time Anchor
- Data is time anchored using Conversation last closed at in the UI.
Metrics used for the Average Conversation Contacts report #
Click on the description to review the definition of each metric and how it’s used to calculate data.
| Metric | Description | Comments |
| Closed Conversations | Conversations that have ended and are considered historical. | |
| Contacts | See Contacts definition. This is the number of Contacts in the Conversation. | • Includes the total number of Contacts in the Conversation across any Channel. Contacts included are phone calls, SMS, chat, Facebook, WhatsApp, Twitter. • For individual emails and not email Contacts, the difference being that if a Customer sends in 2 emails and gets 1 reply, that counts as 3 in this report. In the Contacts Export report, that would count as 1 Contact with 3 messages in i • Does not include abandoned call follow-ups or voicemails. |
| Avg. # of Contacts per Closed Conversation | The average number of Contacts it took to close a Conversation. | • For individual emails and not email Contacts, the difference being that if a Customer sends in 2 emails and gets 1 reply, that counts as 3 in this report. In the Contacts Export report, that would count as 1 Contact with 3 messages in i • Does not include abandoned call follow-ups or voicemails |
How the Average Conversation Contacts 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 in the Gladly UI, the report will list all Coversation that are closed using the Conversation last closed at time anchor.
Rollup
- When changing the rollup filter (e.g., Daily), the report will show you Conversations that have closed for each day based on your Date filter. For example, if your Date filter is Aug 8-10, and the rollup is Daily, then you’ll see Conversations that last closed on Aug 8, 9, and 10.
Channels
- The Channel filter narrows Conversations that started on the selected Channel.
- The Channels column is available in the CSV.
Inbox
- The Inbox filter filters the Inbox where the Conversation was when it closed.
- The Inbox column is available in the CSV.
How to use the Average Conversation Contacts report #
The Average Conversation Contacts report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:
| Scenario | Column Filters |
| How to see the average number of Contacts for a specific Channel | • Select the desired date/range • Select the Inbox you would like to report on • Specify the Channel you want to see average Contacts for • Specify the Inbox you want to see average Contacts for. Use Avg. # of Contacts Per Closed Conversation column to see the average. |
FAQs #
Why does the number of “Closed Conversations” in the “Average Conversation Contacts” report differ from the number of “Closed Conversations” in the “Created and Closed Conversations” report?
The “Average Conversation Contacts” report captures the Conversations that are currently “Closed” and is related to the current state of the Conversation. The “Created and Closed Conversations” report is an event-counting report, so it counts every time an Agent or Rule closes a Conversation, even if that Conversation is later reopened or closed a second time.
What do the “Contacts” metric tallies in the report represent?
This is the total number of Contacts in the Conversation across any Channel. The list of Contacts include:
- Phone call Contacts
- SMS Contacts
- Chat Contacts
- FB Messenger Contacts
- WhatsApp Contacts
- Twitter Contacts
- Email – individual emails, not email Contacts. The difference is that if a Customer sends in 2 emails and gets 1 reply, that counts as 3 in this report. In the Contacts Export, that would count as 1 Contact with 3 messages in it.
Abandoned call follow-ups or voicemails are not included.
Do the ‘Contacts’ metric tallies only include or consider inbound Contacts from Customers, or do they include replies or outbound Contacts as well?
The report includes both inbound and outbound-initiated Contacts. For example, if 100 closed conversations only included 1 inbound email from the customer and 1 outbound reply from an agent, that would equal 200 contacts in the report.
Is the ‘Avg. # of contacts per Closed Conversation’ calculations telling us that this is the avg number of inbound Contacts received from Customers, or is it factoring in the Agent responses?
This metric builds on the answers above. For example, if a set of Conversations all included 1 inbound email from the Customer and 1 outbound reply from an Agent, would the Avg # of Contacts per closed Conversation equal 2.
