Hover the i next to a metric in Textline for the same idea in place.

An agent has taken ownership (Claim or Transfer).

No agent owns the conversation yet (in queue).

Marked finished. If the contact texts again, it reopens.

The customer has sent at least one message. Many performance and volume metrics ignore one-way outreach with no reply.

Announcements, automations, and other bulk/automated sends. They are not an agent’s first response or Messages Sent (Manual). They do count in total outbound volume.

Resolves of the same conversation within 30 minutes count as one. Metrics keeps the first resolve. Stops resolve → reopen → resolve from inflating counts. Applies to Performance Resolved, Volume Resolved Conversations, Reports Dispositions, and Current Activity Top Dispositions.

A person clicked Resolve.

Automations or bulk settings resolved it with no agent. Current Activity Top Dispositions omits these. Reports → Dispositions shows them as System. Volume Resolved Conversations includes them (after cooloff).

Resolved without choosing a disposition.

Uses your organization’s hours, not 24/7. Does not change Total Contacts.

All dates are org-local calendar days.

Current Activity, Performance, and Messaging & Delivery can include today. Reports end yesterday (built overnight).

Monday–today on dashboards; Monday–yesterday on Reports.

Previous complete Monday–Sunday.

Inbox: conversations in that department.

Roster: conversations assigned to people currently on that team. Cannot be combined with Department. Unassigned hides when a team is selected. Counts may include departments you can’t open; linked conversation lists only show what you’re allowed to view.

Unresolved conversations right now. Department = that inbox. Team = assigned to current members of those teams.

Open, no agent assigned. Hidden when a team is selected.

Average time customers currently waiting have been waiting, across open conversations with a customer waiting.

Current open backlog plus conversations resolved today (still closed). Charted by hour since midnight local time.

Available (on call) agents, plus anyone holding open conversations.

Only agents with opens in those inboxes.

Current team members (including available with zero opens).

How many listed agents are available (on call).

Whether the agent is currently available (on call).

Open conversations that agent currently holds in this view.

Dispositions on conversations agents resolved today. Cooloff applies. System resolves omitted. Team uses current membership, not membership at resolve time.

Average time from the customer’s first message to the first reply from a team member. Automated replies don’t count.

Average time until an agent claimed the conversation.

Average time from claim to that agent’s first reply.

Average time from conversation start to marked resolved.

Average time in queue before a claim.

Average time owned by someone other than the resolver.

Average time the resolving agent owned it.

Conversations in the range with at least one customer message. Outbound-only, no reply = not counted.

How many of those conversations are marked resolved (after cooloff).

That agent’s average first reply on conversations they first responded to. Automated replies excluded.

That agent’s average start-to-resolved on conversations they resolved.

Conversations they took ownership of, including transfers to them.

Handoffs from this agent to someone else.

Conversations this agent marked resolved.

Outbound messages this agent sent. Bulk and automated excluded.

Active conversations in the range, by whether the customer ever replied.

At least one customer message (engaged).

Outreach with no customer reply.

Share of outbound messages not reported failed by the carrier. Rate = 1 − failed ÷ total outbound.

Failed outbound messages grouped by carrier error category.

Customer-facing outbound messages in the range, by origin: Announcements, Manual, Automation, Scheduled, Surveys, API.

Average inbound customer messages per hour of each weekday, averaged over the selected days.

Announcement name. Cancelled is labeled. Opens the announcement.

Department it was sent from.

When sending started.

Who created it.

Messages sent.

Failed sends (count and % of sent).

Customer replies attributed to it (count and % of sent).

Unsubscribes attributed to it (count and % of sent).

Average time to first team-member reply. Automated replies excluded.

Average wait before a claim.

Average time from claim to reply.

Average start-to-resolved on conversations this agent resolved.

Average unclaimed time on those conversations.

Average time other agents owned them before this agent resolved.

Average time this agent owned the conversations they resolved.

Average time from inbound customer message to this agent’s reply, on conversations they hold or that are unclaimed. Replies on conversations claimed by someone else don’t count.

Ownership takes, including transfers in.

Conversations this agent marked resolved.

Outbound messages they sent. Bulk and automated excluded.

Handoffs from this agent.

Handoffs to this agent.

Replies that closed a customer wait (the samples behind Avg Reply Time).

Distinct conversations this agent sent at least one manual message in that day.

Time this agent held claimed conversations. Overlaps add: 10 conversations held one hour = 10 hours.

Claimed time on conversations this agent resolved.

Claimed time on conversations they did not resolve (still open, or resolved by someone else).

Conversations with at least one message that period. Engaged only.

Engaged conversations that received at least one customer message that period.

Engaged conversations that were sent at least one message that period.

Marked resolved that period. Cooloff applies.

Sent at least one message that period, whether or not the customer has ever replied.

Messages from customers.

Messages sent, including automated and bulk.

Active address-book contacts at the end of the period (not a sum). Excludes archived, blocked, and unreachable. Organization-wide only; hidden if a department is selected. Not affected by Business Hours.

Conversations marked resolved in each period, by disposition chosen at resolve. Cooloff applies.

Resolved without picking a disposition.

Automation or bulk resolve with no agent.