Conversations Report
Monitor message volume, response times, channel performance, and agent productivity across all your communication channels.
The Conversations Report provides in-depth analytics on your team's messaging activity. Track message volume trends, measure response times, compare channel performance, and evaluate how individual agents are handling conversations.
Message Volume Over Time
The message volume chart shows the total number of messages sent and received across all channels over the selected date range. You can toggle between:
- Total messages — Combined inbound and outbound.
- Inbound messages — Messages received from contacts.
- Outbound messages — Messages sent by your team or automations.
Use this chart to spot trends, identify busy periods, and plan staffing accordingly.
Response Times
Response time metrics help you measure how quickly your team is engaging with incoming conversations. The report tracks:
Average First Response Time
The average time between when a contact sends their first message and when an agent sends the first reply. This is a critical metric for customer satisfaction.
Average Resolution Time
The average time from conversation open to conversation close. This metric reflects overall efficiency in handling customer inquiries.
Response Time Distribution
A histogram showing how response times are distributed, making it easy to identify outliers and set performance benchmarks.
Response time calculations exclude periods outside your configured business hours, if business hours are set in your organization settings.
Conversations by Channel
This breakdown shows conversation volume segmented by channel, including:
- TikTok
- Phone
The chart helps you understand which channels generate the most conversation activity, so you can allocate resources effectively.
Agent Performance Metrics
The agent performance section provides a per-agent breakdown of key metrics:
| Metric | Description |
|---|---|
| Conversations handled | Total number of conversations assigned to the agent. |
| Messages sent | Number of outbound messages sent by the agent. |
| Avg. first response time | Average time to first reply for the agent's conversations. |
| Avg. resolution time | Average time to close conversations. |
| Customer satisfaction | Average rating from post-conversation surveys, if enabled. |
Agent performance data is only available for conversations that have been assigned to specific agents. Unassigned conversations are excluded from per-agent metrics.