Reporting definitions and scenarios

This article talks all about reporting definitions. These metrics are part of the All Channels, Email, Chat, Phone, Company, and Docs reports.

Note: If your reports don't quite match what you see in the article below, these changes are coming soon! Take a peek at What’s New with Channel-based Reports for more info on the changes you'll be seeing. If you have any questions, just let us know!

In this article

All Channels Report

We look at a single "bucket" of conversations for all metrics in the All Channels report. If you run a report looking at January 1st through January 15th, all conversations that have been updated in any way in that time frame will be included.

Total Conversations

Number of conversations touched (received, replied to, status changed, assigned, workflow activated on), excluding spam and deleted conversations.

New Conversations

Number of conversations created by customers or Users, excluding spam and deleted conversations.

Customers

Number of customers with conversations created or updated in the specified time period. We calculate the Customers metric by unique email addresses writing into your Help Scout Account.

Conversations per Day

Average number of new or updated (replied to, status changed, assigned, workflow activated on) conversations.

Busiest Day

Day of the week with the highest number of new conversations on average.

Email/Productivity Report

We report on a few buckets of conversations within the Email report. If you run a report looking at January 1st through January 15th, you’ll find conversations that: 
  • Were created in the selected time frame are included in Email Conversations and Emails Created metrics
  • A customer replied to in the selected time frame in the Messages Received metric
  • A User replied to in the selected time frame in the Replies Sent, Response Time and First Response Time metrics
  • Were resolved in the selected time frame (at least one User reply and a closed status) for Resolution metrics 

Office hours

We don't provide the office hours filter to exclude conversation activity, but rather to see the Response and Resolution times within the context of office hours.

Email Conversations

Conversations created by an email thread from the customer or a Help Scout User. 

Emails Created

Email conversations created by a Help Scout User via the New Conversation screen or API. 

Messages Received

Number of emails received from customers. Each customer thread in a conversation counts towards this total.

Replies Sent

Number of replies sent from Users to customers, including new conversation email threads.

Response Time

The average amount of time a customer is waiting for a response from your team.

  • Response time is only counted if/when you reply to the customer. If the conversation has no replies, no response times are calculated.
  • Assigning, status changes, updating tags or adding notes do not impact response time at all.
  • If you reply, then send additional replies to the customer before they respond, only the first response is counted towards average response time.
  • If the customer replies twice before you reply, response time is calculated from the first customer reply to the time a User replies.
  • Response time is not calculated for a new conversation created by a User. If/when the customer responds, response time will be counted for your next User reply.

First Response Time

The average amount of time a customer is waiting for the first reply from your team; subsequent response times are not included.

Resolved

Conversation has at least one User reply and a Closed status; a conversation can only be resolved once. See below for additional context on how we determine the one resolution:

  • If User A replies and closes a conversation, then the customer replies, then User B replies and closes the conversation, User B has resolved it.
  • If a User creates a conversation, the customer replies and the User closes it without a reply, the conversation is not subject to resolution metrics. A conversation cannot be Resolved by being created, nor by closing without a Reply from a User.

Resolution Time

The average amount of time it takes from the time a conversation is created to the time it is resolved.

  • If a customer replies to a conversation (often a “Thanks” reply) and it is closed with no User reply necessary, the resolution happens on the last User reply.

Resolved on First Reply

Percentage of conversations that are resolved after one reply, as opposed to those requiring multiple replies or no reply at all.

  • If there are two User replies and the customer only has the original thread, it is not resolved on the first reply.

Handle Time

This represents the time from when you open the conversation to the time you press Send. If you save a draft and come back to it several times, only the final visit before sending will be captured as the handle time. Handle time is also calculated for new conversations.

Chat Report

Chat Conversations

Total chat conversations, including missed and completed chats, as well as any external chat integrations. This is the only metric on the Chat report that includes non-Beacon chat conversations.

Completed Chats

Chat conversations that were accepted and eventually ended by either the Help Scout User or the visitor.

Missed Chats

Chat conversations that were not accepted, which usually means no one was available and the customer's question moved to email. This will include any chat session that wasn't connected with a User.

Wait Time

The average amount of time visitors waited between choosing the Chat option in Beacon and being connected with a Help Scout User.

Duration

The average time between visitors being connected with a Help Scout User and the chat being ended by either party.

Chats per Day

Average chats per day, including both missed and completed chats.

Response Time

The average amount of time a customer spends waiting for a User reply between chat messages.

  • Response time is only counted if/when you reply to the customer. If the chat has no replies, no response times are calculated.
  • Assigning, updating tags or adding notes to chats will not impact response time at all.
  • If you reply, then send additional replies to the customer before the customer responds, only the first response is counted towards average response time.
  • If the customer replies twice before you reply, response time is calculated from the first customer reply to the time a User replies.

Messages per Chat

The average number of messages sent by Help Scout users in a chat session.

Duration

The average amount of time a chat lasts once it is accepted.

Phone Report

Phone Conversations

Total number of conversations created by a phone thread from an integration or a Help Scout User.

Created

Total number of phone conversations created by a Help Scout User via the New Conversation screen or API.

Company and User/Team Reports

Company

Customers Helped

Number of customers your team has helped; notes, status changes and assignments do not count towards this number. Customers are calculated by unique customer email addresses that land in your Help Scout inbox across Email, Chat, and Phone conversations.

Conversations per Day

The average number of conversations created per day in the specified time frame.

User/Team

Total Conversations

Any conversations touched in the time period, that the User has also touched at any time. This metric is not displaying only those conversations touched by the User in the given time period.

  • If a user touches a conversation on Jan 1, then another user touches it on Jan 3, and you run a report for user 1 on Jan 3, the conversation they touched on Jan 1 will show up.
  • We don’t have a way to only show that conversation if they touched that thread in the time frame. It will show up if the conversation was updated in that time frame.

Conversation History

The Conversation History section (table of conversations) includes all conversations that are reported in the Total Conversations metric.

Docs Report

Visits

A visit is counted for every unique session on your Docs site that takes place within a 24-hour period. Visits more than 24 hours apart would count as two visits. A visit for Beacon is counted each time a visitor performs a Docs search or opens an article, within a 24-hour period.

Articles viewed per visit

Average number of articles viewed per unique session on your Docs site and/or Beacon.

Conversations Created

New Conversations that were created from a Docs site or a Beacon.

Common questions

Do merged conversations count as one or two conversations?

If you merge a conversation, it counts only as one conversation.

Are merged replies counted?

If both conversations have replies, all replies are counted and represented in the Conversations number.

How are saved replies counted?

When you insert one saved reply, we'll chalk it up as one count. If you customize the same reply, it still counts, and if you add multiple saved replies within one message, we'll count each separately.

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