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

 

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.
  • This metric can be affected by the Automation message checkbox

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.
  • This metric can be affected by the Automation message checkbox

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.
  • This metric can be affected by the Automation message checkbox

Active Agents

  • Current Activity
  • This is a count of all agents that have sent a message in the time period.
  • This metric is not affected by the Automations Flag

New Contacts

  • Current Activity / Insights
  • This is a count of new contacts created in the time period.
  • This metric is not affected by the Automations Flag

Unassigned Conversations

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

Contacts Waiting

  • Current Activity
  • This is a count of unresolved conversations where the last message is from contact and thus is waiting for an agent to respond or resolve the conversation.
  • This metric is not affected by the Automations message checkbox

Longest Wait

  • Current Activity
  • This is the age of the oldest, unresolved conversation.  The unit will change based on age (seconds, minutes, hours, days).
  • This metric can be affected by the Automation message checkbox

Unresolved Conversations

  • Current Activity
  • This is a count of conversations that have not been resolved at the end of the time period.
  • This metric is not affected by the Automations message checkbox

Resolved Conversations

  • Current Activity / Insights
  • This is a count of conversations resolved in the time period.
  • This metric is not affected by the Automations message checkbox

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.
  • This metric can be affected by the Automation message checkbox

Active Conversations

  • Current Activity / Insights
  • This is a count of messages sent from your account as a result of automations.
  • This metric is not affected by the Automations message checkbox

Assigned Conversations

  • Current Activity
  • This is a count of conversations assigned to an agent.
  • This metric is not affected by the Automations message checkbox

New Conversations

  • Current Activity
  • This is a count of conversations started in the time period.
  • This metric is not affected by the Automations message checkbox

Inbound Messages

  • Current Activity / Insights
  • This is a count of all messages that contacts have been sent into your account in the time period.
  • This metric is not affected by the Automations message checkbox

Outbound Messages

  • Current Activity / Insights
  • This is a count of all messages that contacts have been sent from your account in the time period.
  • This metric is not affected by the Automations message checkbox

Automation Sent

  • Current Activity
  • This is a count of messages sent from your account as a result of automations.
  • This metric is not affected by the Automations message checkbox