Report Name

Description

Total Conversations

Displays the number of conversations that the team has managed in the last 30 days.
This includes any conversation where at least one message was sent or received.

Unread Conversations

Displays the number of conversations that were created in the last 30 days and displays its status as “Unread”.

User Reply Pending

Displays all open conversations where the last message was incoming and was received within the last 30 days.

Customer Response Awaited

Displays all open conversations where the last message was outgoing and was sent within the last 30 days.

New Conversations

Displays the number of conversations that were created in the last 30 days.

Closed Conversation

Displays the number of conversations that currently displays its status as “closed” and were created within the last 30 days.

Total Conversations by User

Displays the number of conversations that were managed by the team during the last 30 days.

New Conversations by User

Displays the number of new conversations that were initiated by the team in the last 30 days.

Closed Conversations by User

Displays the number of conversations initiated by the team in the last 30 days and currently displays its status as “Closed”. 

Average Exchanges by User

Displays the average number of exchanges conducted by the team on closed conversations.
An exchange is any message that is sent or received on a conversation.