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If the overall value differs from the values shown by team, check the period, filters and metric type. Also check conversations without a team using the No team filter option. Conversations without a team may explain part of a difference, but they should not be assumed to be its only possible cause. Average times and percentages cannot be reconciled by simply adding the values for each team.
- New conversations: The total number of new conversations started. Reopened conversations will count on reopened conversations.
- Reopened conversations: The number of unique conversations that were reopened. If a conversation was reopened more than once, it will only be counted as one.
- Closed conversations: The number of unique conversations closed. If a conversation was closed more than once, it will only be counted as one.
- Conversations replied to: Conversations where a teammate replied (can include conversations started before your chosen dates).
- Replies sent: The total number of replies sent. A message is considered a reply when it is preceded by a client’s message.
CSAT is the percentage of satisfied responses out of all survey responses received:
CSAT = satisfied responses / total responses × 100.
The total includes satisfied, neutral and dissatisfied responses. Unrated conversations are not counted as dissatisfied responses. For example, 8 satisfied responses, 1 neutral response and 1 dissatisfied response produce a CSAT score of 80%.
Read the percentage alongside the response count and the report filters. A high score based on a small sample may not represent all your customers. If there are no responses, there is no sample from which to assess satisfaction, even if the interface displays a numeric value.
- New conversations by channel and reopened conversations
New conversations by channel breaks down conversations recorded as new by their channel. Reopening an existing conversation does not make it a new conversation in this chart. Reopening activity is recorded separately under reopened conversations.
For example, reopening today a conversation created yesterday does not add a new conversation to today's channel chart. If a conversation is created and reopened within the same period, it may appear in both metrics because of those different actions. Do not add the two metrics to calculate unique conversations.
- Chat
- Voice calls
- SMS
- Download screenshot to share the graph visually.
- Download the data of the new conversations in a CSV file: date, contact, agent, company, status, channel...
Comparing new and replied conversations can help identify changes in activity. However, their difference does not automatically calculate the number of conversations still pending: replied conversations may include conversations started in other periods.
Likewise, having more closures than reopenings is not enough to rate effectiveness as positive or negative. Interpret these activity metrics alongside conversation age, context, conversations still open and customer satisfaction. Closing a conversation does not, by itself, establish that the issue has been resolved.
More replies sent means a higher recorded reply volume. It does not measure the time or effort required for each reply, so it is not enough on its own to conclude that the team's workload has increased.
CSAT is the percentage of satisfied responses out of all survey responses received:
CSAT = satisfied responses / total responses × 100.
The total includes satisfied, neutral and dissatisfied responses. Unrated conversations are not counted as dissatisfied responses. For example, 8 satisfied responses, 1 neutral response and 1 dissatisfied response produce a CSAT score of 80%.
Read the percentage alongside the response count and the report filters. A high score based on a small sample may not represent all your customers. If there are no responses, there is no sample from which to assess satisfaction, even if the interface displays a numeric value.
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