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Conversation metrics

The Overview and Conversations tabs answer the volume questions: how many conversations took place, how long they lasted, and which conversations are behind those numbers.

Overview tab

The Overview tab summarizes activity for the selected period:

  • Counters — at the organization level: the number of conversations, groups, and users, and the total talk time in minutes (the "Call time, minutes" tile). At deeper levels the counters narrow accordingly — a user-level overview shows the user's conversation count, average duration, and total talk time.
  • Volume chart — conversations per day across the period. Hover over a point to see the exact count for that day.
  • Breakdown table — at the organization level, a per-group table with total conversations, total users, average duration, and talk time. Click a group name (or its View button) to drill down.

Enable Compare to previous period in the toolbar to see how each metric changed against the preceding period of the same length — see Filtering dashboard data.

Conversations tab

The Conversations tab lists the individual conversations that the metrics are calculated from, honoring the selected date range and filters. Use it to move from an aggregate number to the actual conversations — for example, after filtering the dashboard to long conversations, open this tab to review them one by one. From the list you can open any conversation's detail page; see Browsing conversations.

Info

The columns displayed in the Conversations tab are configured by your administrator — see Field visibility in the Administration Guide.