Reporting definitions and scenarios

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

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.

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. 

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

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.

Productivity Report

We look at a single "bucket" of conversations for all conversations reported on within the Productivity report. If you run a report looking at January 1st through January 15th, all conversations that a User replied to in that time frame will be included in the Replies SentResponse Time and First Response Time metrics. 

From that initial group, Resolution metrics are then only pulled for conversations that were Resolved (at least one User reply and a Closed status) in the selected time frame. 

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.

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.

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

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. 

Team/Company and User Report

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

Total Conversations
Any conversations touched in the time period, that the User has also touched at any time. This metric is not displaying any 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.

Customers Helped 
Number of customers your team has replied to; notes, status changes and assignments do not count towards this number. Customers are calculated by unique email addresses that land in your Help Scout inbox.

The number of conversations closed in the filtered time period. Whereas  Resolved requires a reply, this metric applies to all Closed conversations. Since conversations can be closed multiple times, only the final close is considered for this metric. 
  • It will not include conversations opened before and closed after the report time range.  
  • If a conversation is closed multiple times in the time range, it will only count once.
  • If a conversation is closed during a time range and then closed again outside the time range, it will not count.
Replies / Day / User 
Total number of replies sent per day, divided by the number of Users on your team.

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

  • If you filter the Conversation History by Closed and compare that count to the Closed metric, they could be different. The history will show all conversations the User was involved with, whether they closed the conversations or not.
  • The Closed metric is only the conversations closed by the User.

Docs Report

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.

Articles viewed per visit
Average number of articles viewed unique session on your Docs site.

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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