Idle conversations

Idle conversations

Idle conversation


It represents the number of ongoing conversations where agents have been assigned but have not yet provided a response. This metric helps track the volume of assigned conversations that are awaiting agent engagement or where additional follow-up is required.


Idle conversation refers to conversations that have been assigned to agents but do not have any agent replies. Analyzing this count allows for monitoring agent responsiveness and identifying any potential bottlenecks or areas for improvement in the conversation handling process.

Location & attribution

  • Main metrics card

  • Main metrics card

  • Team Performance table - Each message is attributed to the teammate who sent it when calculating the count.

  • Tags detail table - If a conversation is already tagged with a certain tag, it counts toward that tag.

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