Before diving into the metrics themselves, read more about the metrics dashboard here.
Select the Graph icon to access your Metrics Dashboard. Select the Current Activity tab for a snapshot of your team's current Conversation activity, as well as today's metrics. For a deeper dive, select the Insights tab.
Select the metric you'd like to review using the dropdown menu at the top of the page.
Active Conversations: number of Conversations with inbound or outbound messages
Messages Sent: total number of outbound messages
Messages Received: number of individual messages received from contacts
Resolved Conversations: number of inquiries your team has marked as Resolved
New Contacts: number of contacts added to your Address Book
Time to Response (median): median response times for all responses that your team has sent
Time to First Response (median): median time to a first response; ie - how long it took your team to respond to the initial text messages from your contacts
Time to Resolve (median): median time between the contact's initial message and when the Conversation was marked as Resolved
If you'd like to review the metrics for your Dispositions, learn how to do so by clicking here.
Watch tutorial video on the Metrics Dashboard here.