Archived conversations

Term name

Archived conversations

Purpose

Track conversations that were handled during the time period of the report and required no more actions at the end of said time period.

Example use case: See who was able to close out the most number of inquiries yesterday.

Definition

Count of conversation segments that were archived or snoozed during the time period of the report and are still archived at the end of the time period of the report.

Location & attribution

• Overview report

  • Main Metrics cards

  • Team list - A conversation is counted for a teammate if they performed the archive action.

• Conversations report

  • What Happened chart - Used to compute Closed workload.

  • Conversation Flows chart - Used to compute Closed workload.

  • Inboxes table - Represented by the Archived in inbox metric. A conversation is counted for an inbox if the archive event happened in that inbox.

• Team Performance report

  • Main Metrics cards

  • Team Performance table - A conversation is counted for a teammate if they performed the archive action.

• Tags report

  • Tag Details table - A conversation is counted for a tag if it is currently labeled with the tag.

• Customer Satisfaction report

  • Contacts table - Attributed to the contact(s) involved in the conversation.

  • Accounts table - Attributed to the account(s) involved in the conversation.

FAQ

• When a teammate filter is applied to the Conversations report, conversations will be counted if the teammate took any action (sent a message, commented, etc.) over the course of the conversation. The teammates selected in the filter do not need to have performed the archive action in order for the conversation to be counted toward the Archived conversations metrics in the Conversations report.

• This differs from the Overview and Team Performance reports, where archive actions are attributed to the teammate who performed the archive action.