Metrics helps you see how conversations are moving through Textline: what’s open right now, how quickly your team replies and resolves, and how volume and delivery look over time.
Click Metrics in the top navigation. You’ll see four areas:
Current Activity— a live snapshot of right now and today
Performance— first response, resolution, and conversation volume over a date range
Messaging & Delivery— inbound vs outbound, delivery outcomes, and announcement comparison
Reports— Agents, Volume, and Dispositions broken out by day, week, or month
What you can see depends on your role. Department and Agent filters follow your permissions: you won’t be offered a view you aren’t allowed to open.
For a definition of each number, hover the i next to the metric, or see the Metrics Glossary.
Why claiming and resolving matter
Metrics only tell a complete story if conversations have an owner and an ending.
Claim a conversation when you start handling it. That tells the rest of the team you’re on it, routes notifications to you, and lets Metrics split wait time into “waiting in queue” vs “waiting on an agent.” Without claiming, first response and resolution times look like one long wait, even when someone was already working the thread.
Resolve a conversation when the contact’s question is done. That removes it from the open list, stops wait time from growing, and is what resolution metrics and dispositions are based on. If conversations stay open after the work is finished, Current Activity will show a large backlog and a long average wait — often measured in days — even if nobody is actually waiting.
If a contact texts again after you resolve, the conversation reopens on its own.
Claiming and resolving are everyday inbox habits. They are also how Metrics knows who owned the work and when it ended. For the steps, see Claim a Conversation and Resolve a Conversation.
Filters you’ll use on every page
Most Metrics pages share the same kinds of controls.
Date range: Presets include Today, Yesterday, Last 7 Days, Last 30 Days, This Week (Monday start), Last Week (the previous Monday–Sunday), and Last Month. Custom ranges are available too.
Current Activity, Performance, and Messaging & Delivery can include today.
Reports are built overnight, so they end at yesterday. On Reports, This Week is Monday through yesterday. If you open Reports on a Monday, This Week isn’t available yet — use Last Week.
Department. Limits the view to one or more departments (inboxes). All means every department you’re allowed to see. Leave it on All for an organization-wide picture; pick a department when you want that inbox only.
Agent. Limits Reports and Performance to selected agents. All means every agent you’re allowed to see.
Teams (Current Activity only). Limits the live view to conversations assigned to people who are currently on those teams. Department and Teams can’t be used at the same time: choosing one greys out the other.
Business Hours. On Performance and Reports, this recalculates time-based metrics using your organization’s business hours instead of 24/7.
Saved views. On Performance, Messaging & Delivery, and Reports, save the filters (and, on Reports, which metrics or dispositions you’ve checked) so you can return to the same slice later. Views are personal and per page.
Export. Reports and announcement comparison can download a CSV of what’s on screen.
Current Activity
Use Current Activity when you want to know what’s happening right now — not last week’s average.
You’ll see:
Open Conversations— unresolved conversations in the selected departments, or assigned to the selected team
Unassigned Conversations— open conversations with no agent yet (hidden while a team is selected, because unassigned conversations don’t belong to a team)
Average Wait Time— how long customers currently waiting have been waiting
Active Conversations Today— today’s open backlog plus conversations resolved today, charted by hour since midnight in your organization’s time zone
Active Agents— who’s available (on call), plus anyone still holding open conversations
Top Dispositions Today— dispositions used on conversations agents resolved today
Numbers here are live. Click an Open or Unassigned count (when a department is selected) to open the Conversations list in a new tab with matching filters. In Active Agents, each agent’s open count links to their open conversations.
If you filter by Team, open counts can include conversations in departments you don’t have access to. An "i" next to Open Conversations in that table explains that the linked list only shows conversations you’re allowed to view.
Performance
Use Performance to review how long work takes over a range.
The two headline metrics are:
Avg First Response— time from the customer’s first message to the first reply from a team member. Automated replies aren’t counted.
Avg Resolution— time from when the conversation starts to when it’s marked resolved.
Total Conversations counts conversations in the range that include at least one customer message. Outbound-only threads with no reply aren’t counted. Resolved shows how many of those have been marked resolved.
Turn on Advanced (when your organization uses claiming) to split first response into time-to-claim and claim-to-reply, and resolution into unclaimed time, other agents’ time, and the resolver’s time. That’s the main place Metrics shows whether delay is in the queue or with an owner — which is why claiming matters.
The agent comparison table lists the same metrics per agent. Click a column header to sort.
Messaging & Delivery
Use Messaging & Delivery to see message mix and whether texts arrived.
You’ll see conversations split into inbound (the customer replied at least once) vs outbound (outreach with no reply), delivery success vs failure, outbound volume by origin (announcements, manual, automations, and so on), an inbound heatmap by hour, and Announcement Comparison for announcements in the selected range.
Click an announcement title to open it. Download the comparison table as a CSV from the panel.
Reports
Use Reports for a historical breakdown. Data is compiled overnight, so today isn’t included.
There are three tabs:
Agents— per-agent metrics (first response, resolution, claimed, resolved, messages sent, and more) by day, week, or month
Volume— conversation, message, and contact volume by department
Dispositions— how often each disposition was used, including a trend chart
Choose Daily, Weekly, or Monthly along the top. Weekly buckets start on Monday. Use the Metrics picker (Agents and Volume) or the dispositions picker to show only the rows you care about. Export CSV downloads the table as you see it.
A simple way to read the numbers
Start on Current Activity. If Open Conversations or Average Wait Time look high, check whether conversations are claimed and whether finished work is resolved.
Use Performance for the same date range to see first response and resolution time. If Advanced is available, see whether the wait is unclaimed time or time after someone claimed.
Use Reports when you need the same metrics by agent, department, or week.
Use Messaging & Delivery when the question is about sending: announcements, delivery errors, or inbound vs outbound mix.
If a number doesn’t match what you see in Conversations, confirm the department (or team) filter, the date range, and that you’re comparing a live page (Current Activity) with a historical one (Reports).
Need more help?
Text us at +1 (415) 849-4349 or email us at [email protected].