Idle conversations

Idle conversation

Purpose	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.
Definition	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	Overview report Main metrics card Teammates report Main metrics card Team Performance table - Each message is attributed to the teammate who sent it when calculating the count. Tags report Tags detail table - If a conversation is already tagged with a certain tag, it counts toward that tag.

Related Articles
Closed conversations
Closed conversations Purpose Track conversations that have been closed. Example use case: See how conversations were attended to by checking the tab closed conversations. Definition Conversation segment that do not require any additional actions to ...
Total conversations
Total Conversations Purpose This represents the count or quantity of conversations that have been assigned or attributed to that specific tag. It provides an understanding of the volume or scale of interactions that are relevant to the tag in ...
Untagged conversations
Untagged Conversations Purpose To ensure efficient conversation management, tag conversations appropriately. This allows for better organization, tracking, and analysis of conversations based on their content, purpose, or other relevant factors. ...
Open conversations
Open conversations Term Name Open Conversations Purpose These conversations remain unassigned and are waiting to be picked up by an available agent. They are yet to be allocated to a particular team member for handling or response. Definition Open ...
Tagged conversations
Tagged Conversations Purpose When a conversation is tagged, it means that a label or tag has been applied to it to provide additional context or organization. Tags can be created and assigned manually by users. Definition A tagged conversation refers ...