Metrics Definitions

To help you better understand your Textline usage, we have included a series of metrics in your account.  You can read more about navigating your metrics dashboard here.  The goal of this article is to help you better understand what metrics are available and what they measure.

 

Template: Metric

  • Location
  • Definition

 

Time to Respond

  • Current Activity / Insights
  • This is the time it takes an agent to respond to a contact's message.  If a contact sends in more than one message, it is the time from the first message to the agent's response.

Time to First Response

  • Current Activity / Insights
  • This is the time it takes an agent to respond to a new conversation.  It is thus the time it takes when a contact sends in a new request to when an agent is able to send back the first response.

Time to Resolution

  • Current Activity / Insights
  • This is the time it takes for agents to resolve conversations.  This is from when the conversation is initiated (whether by a contact or an agent) to when an agent resolves the conversation.

Active Agents

  • Current Activity
  • This is a count of all agents that have sent a message in the time period.

New Contacts

  • Current Activity / Insights
  • This is a count of new contacts created in the time period.

Unassigned Conversations

  • Current Activity
  • This is a count of unresolved conversations where an agent is not attached, either by claiming or transferring.

Contacts Waiting

  • Current Activity
  • This is a count of unresolved conversations where the last message is from a contact and thus is waiting for an agent to respond or resolve the conversation.

Longest Wait

  • Current Activity
  • This is the age of the oldest, unresolved conversation.  The unit will change based on the age (seconds, minutes, hours, days).

Unresolved Conversations

  • Current Activity
  • This is a count of conversations that have not been resolved at the end of the time period.

Resolved Conversations

  • Current Activity / Insights
  • This is a count of conversations resolved in the time period.

Average Messages to Resolve

  • Current Activity
  • This metric counts the number of messages sent from your account to a contact when it is resolved.  It then is divided by the number of conversations resolved in the time period.

Active Conversations

  • Current Activity / Insights
  • This is a count of messages sent from your account as a result of automations.

Assigned Conversations

  • Current Activity
  • This is a count of conversations assigned to an agent.

New Conversations

  • Current Activity
  • This is a count of conversations started in the time period.

Inbound Messages

  • Current Activity / Insights
  • This is a count of all messages that contacts have been sent in to your account in the time period.

Outbound Messages

  • Current Activity / Insights
  • This is a count of all messages that contacts have been sent from your account in the time period.

Automation Sent

  • Current Activity
  • This is a count of messages sent from your account as a result of automations.