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[Analytics] Tracking Inbox Conversation Lifecycle

Reports

Add an analytics panel that tracks every support conversation’s journey - from first assignment through each reassignment to final closure (closing of the conversation).

Surfacing average time-in-state and hand-off counts so managers can quickly spot bottlenecks and improve team performance.

Posted by Erik Kaljumäe ·
Status: Completed1 comment

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Comments1

  • Markus Palm changed status to Completed
    Team•

    Jul 27

    Pinned

    Hey! This is now supported through detailed Conversation events in the Inbox and the new Reports product!

    For an individual Conversation, open the three-dot menu and select ‘Show detailed events’ to see its full lifecycle alongside the messages, including:

    • Assignments and reassignments, with who made the change and when

    • Open, snooze, reopen, and close events

    • Priority, tag, ticket status, participant, and Workflow changes

    For trends across your entire team, the built-in Effectiveness report tracks:

    • Conversations reassigned

    • Median time to first assignment

    • Median time from first assignment to close

    • Replies required and first-contact resolution

    You can filter or break these metrics down by teammate or team, then drill into the Conversations behind any datapoint to find bottlenecks. Custom reports also support ‘Reassignments per conversation’ for comparing average hand-offs.

    Get started with the Effectiveness report →