Read a conversation report

Open a conversation's customer panel and expand Conversation report, or select a conversation from Inbox → Analytics → Activity. You can see only conversations your access permits. Linked order and booking figures also require access to those areas and the relevant workspace plan.

Understand first responses

Human and automated responses are measured separately from the first retained incoming customer message. An outbound message before that incoming message does not count as its response. Queued and unsuccessful replies do not count.

In the period report, the response sample contains conversations whose first retained incoming message falls within the selected interval. Replies are measured only until the report ends. The individual conversation report uses retained history for that conversation, so later replies can appear there.

The median is the middle response time. 90% responded within shows the time within which nine out of ten measured first responses occurred. Responses measured gives the replied sample and eligible conversations. Missing responses are not treated as zero minutes. No human response may mean automation handled the conversation; it does not by itself establish poor service.

Follow assignments

The assignment timeline shows recorded changes between teammates, automated agents and unassigned work. Up to 100 retained events are displayed, with a notice when more exist. Time assigned is not necessarily time spent working, and the report does not calculate a complete resolution timeline from incomplete events.

Read linked results carefully

Completed orders and confirmed bookings come from their business records and must have an exact link to the conversation. Period reports use records created during the selected period, in their current state. Individual conversation reports include its linked records across retained history.

Recorded order origins remain separate. Staff-counter and walk-in bookings are separated from bookings whose origin is not recorded. An unrecorded origin does not prove a customer completed the action without staff help.

These counts do not prove the conversation caused the result, that a booking has been attended, or that payment has been collected. Cancelled records are not counted as completed orders or confirmed bookings. Applications, payments and records without an exact conversation link are not included here.

When something is missing

If there is no first response or no retained assignment event, the report says so. If you cannot access order or booking reporting, its figure is unavailable rather than zero. Ask your workspace administrator to review permissions when appropriate.

If you see Could not load conversation analytics, choose Try again. Continued failure needs administrator support; the report cannot estimate missing data. Clearing or expiry of older history can change these figures.

Return to Understand conversation analytics to choose a period or export the business report.