2. Conversations report
Use Reports → Conversations to understand demand and how quickly conversations receive a response or reach closure. Select the date range and accessible workspace scope before comparing figures.
Metrics
| Card or section | Calculation and inclusion |
|---|---|
| New conversations | Non-spam conversations created within the range. |
| Closed | Conversations whose currently stored close time is within the range. |
| Median first response | Median elapsed time from creation to the recorded first outbound response, among conversations created in the range with a response. |
| Median resolution | Median elapsed time from creation to the stored close time, among conversations created in the range with a close time. |
| Conversations per period | Created and Closed series grouped by day or week in the business timezone. |
| By channel | Created-in-range conversations grouped by channel. |
| By tag | Created-in-range conversations grouped by current conversation tags. |
Response and resolution times
First response includes AI and staff outbound responses; it is not a staff-only response-time measure. Durations display seconds, minutes or hours. Elapsed time is clock time, not business-hours time, and snooze time is not subtracted. No response or closure observation produces an em dash rather than a zero-second result.
Reading the results
Illustratively, 20 conversations can be created this week while 25 close because some closures belong to earlier conversations. By tag can total more than 20 if a conversation has several tags. Contact tags alone do not supply this breakdown.
Changes to past figures
Reports reflect the records currently stored:
- Reopening clears the close timestamp and can change historical Closed figures.
- Deletion removes the conversation from calculations.
- Blocking keeps history and can close active threads.
- Contact merging preserves separate conversations; merging two contacts does not automatically reduce conversation counts.
Use CSV to retain a report snapshot for your own comparisons. Report rows are not an immutable event ledger.
Related guides: Report controls, Statuses, Tags.