Conversation

"Conversations Report provides insights into conversation volume, response times, and source breakdown, helping managers optimize customer support."

The Conversations report provides insights into the volume and traffic of conversations in the Workspace. These metrics only consider data from conversations that are closed within the selected period.

Managers can use these data to identify the busiest times of the day, the most used closing category, the most popular channel used, and more.

Getting Here

Navigate to the Reports module and click Conversations.

Filters

• Frequency and date — Select a date range from the drop-down list to be applied to the report. Alternatively, you can define the date range by frequency. The following options are available:

  • Today

  • Yesterday

  • Last 7 Days

  • Last Month

• You can refine the view of the report components by adding more filter(s). The following filters are available:

  • Select Team

  • Select Agent

  • Select Category

• Clear All — You can use this option to reset the filters to the default selections.

You may encounter a chart with the following message displayed: - The selected filter(s) are not applicable here: This means the filter(s) you have selected are not applicable to the chart. - The selected filter(s) have no applicable data: This means no data is available for the selected filter(s), for e.g. the chart is new and only available at a date later than the selected date range.

Report Components

Conversations Overview

Metric #1: Conversation Opened

The number of conversations opened within the selected period.

Metric #2: Conversation Closed

The number of conversations closed within the selected period.

Heatmaps

Conversations Opened Heatmap

This heatmap shows the traffic and distribution of the conversation opened across the hours of the day within the selected date range based on the conversation opened timestamp. This can help managers observe peak periods for inbound conversations and plan their manpower accordingly.

The areas with a darker color indicate a higher number of conversations opened while those with a lighter color represent a lesser number of conversations opened.

Conversations Closed Heatmap

This heatmap shows the traffic and distribution of the conversation closed across the hours of the day on the selected date range based on the conversation closed timestamp. The areas with a darker color indicate a higher number of conversations closed while those with a lighter color represent a lesser number of conversations closed.

This can help managers understand the correlation between conversations closed and conversations opened in the Conversations Opened Heatmap to check for unusual trends or behaviors. You can apply filters to analyze the traffic of certain sets of conversations.

Conversations Opened

This overview shows the number and percentage of conversations opened with various metrics breakdowns within the selected period based on the conversation opened timestamp.

The chart can be grouped by Contact Type, Conversation Opened Source

Conversations Opened by Contact Type

Metric #1: New

The number of conversations opened by new Contacts within the selected period.

Metric #2: Returning

The number of conversations opened by returning Contacts within the selected period.

Bar Chart: New vs Returning

The number of opened conversations by new and returning Contacts within the selected period.

Conversations Opened by Source

Metric

The number of opened conversations broken down by source. The ways to open a conversation are as follows:

Source	Description
User	The conversation was opened by the user from the Conversation module.
Contact	The conversation was opened by a Contact who sends an incoming message.
Workflows	The conversation was opened by a Workflows Trigger.
System	The conversation was opened by the system

Bar Chart

The number of opened conversations within the selected period by source.

Conversations Closed

This overview shows the number and percentage of conversations closed with various metrics breakdowns within the selected date range based on the conversation closed timestamp. The chart can be grouped by Conversation Category, Conversation Closed Source and Contact Type.

Conversations Closed by Category

Metric

The number of conversations closed within the selected period by category.

Bar Chart

The number of closed conversations within the selected period by category.

Conversations Closed by Source

Metric

The number of conversations closed within the selected period by source. The ways to close a conversation are as follows:

Source	Description
User	The conversation was closed by the user from the Messages module.
System	The conversation was closed by the system
Workflows	The conversation was closed by a Workflows step.

Bar Chart

The number of conversations closed within the selected period by source.

Conversation List

Using the Conversation List Report: The Conversation List report typically contains columns with various information about your conversations. Here's how to use some of the common features:

1. Search by Contact Name: If there's a "Search" or "Filter" option, you can search for specific contacts by their names. Enter the contact's name in the search bar to filter conversations related to that contact.

2. Sorting Columns: Click on column headers to sort conversations based on various criteria. For example, clicking on the "Time Open" header can sort conversations by the time they were opened.

3. View Conversation Details: Click on a specific conversation entry to view detailed information about that conversation. This may include the messages exchanged, assignee details, timestamps, and more.

4. Time Open and Time Closed: These columns show when a conversation was opened and when it was closed, providing insights into response times.

5. Closed By: Indicates who closed the conversation, which can be helpful for tracking responsibilities.

6. Contact: Contact Name.

7. Assignee: Shows who was assigned to handle the conversation.

8. Source: Indicates the source of the conversation, such as email, chat, or social media.

9. Summary and Category: Summarizes the content and categorizes the conversation for easier reference.

10. Incoming and Outgoing Messages: Displays the number of messages sent and received during the conversation.

11. Resolution Time: Calculates the time it took to resolve the conversation, from opening to closing.

Best Practices:

• Regularly review the Conversation List report to ensure timely responses to customer inquiries.

• Use filters and search options to quickly locate specific conversations or contacts.

• Analyze resolution times and response times to identify areas for improvement in your communication process.

• Train your team to efficiently manage and close conversations to maintain a positive customer experience.