The Conversations report answers "how did we do over this period?" for the whole desk. It covers volume, whether work is piling up, how fast you respond and resolve, and where conversations come from.
Open Inbox → Reports → Conversations. The range defaults to Last 30 days. See Report filters and export to change the range, group by day, week or month, compare with the previous period, or filter by queue, channel, team, agent or label.
How did we do?
Tiles summarise the period, each compared with the previous period of the same length:
- 1Compare period
- 2Summary tiles
- 3New vs resolved
| Tile | Meaning |
|---|---|
| New conversations | Conversations opened in the period. |
| Resolved | Conversations resolved in the period. |
| Resolution rate | Resolved divided by new. |
| First response | The median time to a first reply, with the p90 beside it. |
| Resolution time | The median time to resolve. |
| Open backlog | Open and pending conversations at the end of the period. |
An arrow and percentage show how each moved. Green means better and red worse, so a fall in response time is green. Select View conversations on New conversations or Resolved to open a side panel listing those conversations. You need permission to drill into reports for this. View open conversations on the backlog opens the Inbox, showing its Open conversations. That link appears only when no team, agent, label or channel filter is on.
The median is the middle value; the p90 is the time that nine in ten conversations beat. Both are shown because one slow ticket can hide a good day, and a good average can hide a bad tail.
Is work piling up?
- New vs resolved conversations stacks new and resolved per period. A period where new outgrows resolved adds to the backlog. The table view adds a Net column.
- Open backlog at end of period shows the open and pending conversations carried into the next period, on the same days.
Are we responsive?
Three charts show the median per period with a p90 band above it:
- First response time
- Resolution time
- Customer waiting time — the wait for any reply during the conversation.
Two more charts show First response time distribution, how many customers waited how long, and Messages: incoming vs outgoing, mirrored because the two counts only mean something together, with the number of agent replies per customer message.
Turn on Business Hours in the filter bar to count only time inside business hours in the duration charts. It affects durations only.
Where is the volume coming from?
Horizontal bars split conversations By channel, By queue, By priority and by status. The status chart shows the current status of conversations opened in the period. If a filter leaves a single value you're told: "Filtered to Support: 214 conversations, all of them. Remove the filter to compare."
When do people write?
Conversation traffic is a weekday-by-hour heat map in your time zone. Darker cells are busier. Use it to plan shifts.
Table or chart
Most cards have Table and Chart buttons. Switch to the table to read exact figures, and every card can be read without the chart.
Export
Select Export for a CSV or Excel summary of the same period and filters. See Report filters and export.
Reading it well
- A rising backlog with a healthy resolution rate usually means a busy spell; with a falling rate it means capacity.
- Compare first response with your SLA targets; see SLA policies.
- First-response times here always count from when the ticket was made, even if an SLA policy starts its clock at the customer's first message.
- Some cards need a newer backend than your workspace has. They say so instead of showing a number, and the median falls back to the average where percentiles aren't available.