Conversation Metrics in Live Chat
The Insights tab helps support teams monitor and understand conversation trends through three key metrics:
- Reply Metrics – Show how quickly agents respond to customer messages.
- Assignee Metrics – Display how conversations are assigned across the team.
- Status Metrics – Track how conversation statuses change over time.
These metrics give teams a clear view of performance, workload distribution, and service flow.
By reviewing this data, teams spot delays, optimize assignments and ensure conversations progress smoothly toward resolution. Insights highlight areas that need attention and support better decision-making. Teams manage workloads more effectively, improve efficiency and deliver a faster, more consistent customer experience.
How to Access the Insights Tab
Follow these steps to access the Insights tab:
- Open the conversation.
- Go to the Insights tab in the message section header.
Reply Metrics
These metrics help evaluate how efficiently your team responds to messages.
| Metric | Description |
|---|---|
| Created on | Shows the date and time when the conversation starts. |
| Conversation updated on | Displays the last modification timestamp. |
| Total unassigned time | Measures how long the conversation remains unassigned. |
| Time spent in open status | Tracks the duration the conversation stays open. |
| Time spent in snoozed status | Records the total time the conversation stays in the snoozed state. |
| Priority changed from | Indicates the previous priority level before any modification. |
| Priority changed on | Shows when the last priority update occurs. |
Assignee Metrics
These metrics show how and when the conversation was assigned to team members.
| Metric | Description |
|---|---|
| First assigned time | Calculates the time taken before the first assignment. |
| First assigned on | Displays when the conversation is first assigned. |
| Last unassigned on | Shows the most recent instance when the conversation becomes unassigned. |
| Last assignee changed on | Indicates the last time the assignee changes. |
| Assignee count | Tracks how many agents handle the conversation. |
| Group count | Displays the number of groups involved in handling the conversation. |
Status Metrics
These metrics track how the status of the conversation changes over time.
| Metric | Description |
|---|---|
| Previous status | Displays the status before the most recent update. |
| First status changed on | Records when the conversation’s status changes for the first time. |
| Last status changed on | Shows when the latest status update happens. |
| Reopen count | Tracks how many times the conversation reopens. |
| Last reopened on | Displays the last time the conversation reopens. |
| Full resolution on | Marks when the conversation reaches full resolution. |
| First resolved on | Shows when the conversation is first marked as resolved. |
| First closed on | Indicates when the conversation is closed for the first time. |
| Closed on | Shows when the conversation is officially closed. |
| Closure time | Calculates the total time taken from the conversation’s creation to its closure. |
