Conversations dataset

This dataset provides details at the conversation level, including the conversation ID, its current state, the communication channel used, and the assignee. It focuses on the overarching aspects of a conversation but does not cover individual conversation actions.

Metrics

Metric Name	Timestamp Attribute Used	Description
AI Answer resolution rate	Conversation started at	The percentage of conversations where Fin AI Agent's last answer was an AI Answer, and the customer either replied with positive feedback or didn’t ask to talk to a teammate (out of all Fin involved conversations).
AI Answer resolutions	Conversation started at	The conversations where Fin AI Agent's last answer was an AI Answer, and the customer either replied with positive feedback or didn't ask to talk to a teammate.
Conversation handling time	Conversation started at	The total time spent by all teammates on a conversation. It only includes conversations where the first customer's message was sent during the selected date range. A teammate handles a conversation if it is open and assigned to them. It excludes: The time that bots spend handling conversation The time a conversation is in a team inbox and not assigned to a teammate The time a conversation is snoozed The time a conversation is closed A conversation's handling time is counted once it is closed. (Formerly known as Handling time.)
Conversations first replied to	Conversation first replied at	The number of all conversations replied for the first time by a teammate. It only includes conversations where a teammate provided the first response, during the selected date range.
Conversations rated	Conversation rating updated at	The number of all the rated conversations. It only includes the teammate’s replies that were provided during the selected date range.
CSAT score	Conversation rating updated at	The percentage of positively rated (4 or 5 ratings) conversations out of all the conversations rated. It only includes the conversations that got rated during the selected date range.
CSAT score	Conversations started	The percentage of positively rated (4 or 5 ratings) conversations out of all the conversations rated. It only includes conversations where the first customer's message was received during the selected date range
Custom Answer resolution rate	Conversation started at	The percentage of conversations where Fin AI Agent's last answer was a Custom Answer, and the customer either replied with positive feedback or didn’t ask to talk to a teammate (out of all Fin involved conversations).
Custom Answer resolutions	Conversation started at	The conversations where Fin AI Agent's last answer was a Custom Answer, and the customer either replied with positive feedback or didn't ask to talk to a teammate.
Fin AI Agent abandoned conversations	Conversation started at	The number of Fin AI Agent involved conversations where the customer either: Left without receiving an answer from Fin AI Agent, or Left after reacting negatively to the last answered delivered by Fin AI Agent.
Fin AI Agent abandonment rate	Conversation started at	The percentage of conversations in which the customer either: Left without receiving an answer from Fin AI Agent, or Left after reacting negatively to the last answered delivered by Fin AI Agent, out of all the Fin AI Agent involved conversations.
Fin AI Agent answer rate	Conversation started at	The percentage of conversations in which Fin AI Agent sends at least one answer, whether it's an AI Answer or a Custom Answer, out of all Fin AI Agent involved conversations. An answer from Fin AI Agent is defined as any content that could potentially answer the customer's question.
Fin AI Agent answered conversations	Conversation started at	The number of conversations in which Fin AI Agent sends at least one answer, whether it's an AI Answer or a Custom Answer. An answer from Fin AI Agent is defined as any content that could potentially answer the customer's question.
Fin AI Agent assumed resolutions	Conversation started at	The number of conversations in which the customer left without asking to talk to a teammate after the last answer was delivered by Fin AI Agent.
Fin AI Agent confirmed resolutions	Conversation started at	The number of conversations in which the customer replied with positive feedback or clicked That helped quick reply button after the last answer was delivered by Fin AI Agent.
Fin AI Agent CSAT Score	Fin rating updated at	The percentage of Fin AI Agent conversations that have been positively rated (🤩 or 😀) out of all Fin AI Agent conversations rated.
Fin AI Agent deflected conversations	Conversation started at	The number of Fin AI Agent involved conversations where either: The conversation was successfully resolved, or The customer left before receiving an answer, or The customer left after reacting negatively to the last delivered answer by Fin AI Agent.
Fin AI Agent deflection rate	Conversation started at	The percentage of conversations in which Fin AI Agent got involved and either: The conversation was successfully resolved, or The customer left before receiving an answer, or The customer left after reacting negatively to the last delivered answer by Fin AI Agent, out of all Fin AI Agent involved conversations.
Fin AI Agent involved conversations	Conversation started at	The number of new conversations in which Fin AI Agent attempted to provide an answer. Fin involvement is dependent on audience targeting rules. If Fin is shown to all customers, the involvement rate will be 100%. New conversations include all new inbound and outbound interactions. These are only considered 'new' if the first message from the customer was received during the selected date range.
Fin AI Agent involvement rate	Conversation started at	The percentage of conversations in which Fin AI Agent attempted to provide an answer out of all new conversations. Fin involvement is dependent on audience targeting rules. If Fin is shown to all customers, the involvement rate will be 100%. New conversations include all new inbound and outbound interactions. These are only considered 'new' if the first message from the customer was received during the selected date range.
Fin AI Agent positively rated conversations	Fin rating updated at	The absolute number of positively rated (emojis) Fin AI Agent conversations.
Fin AI Agent rated conversations	Fin rating updated at	The absolute number of rated Fin AI Agent conversations.
Fin AI Agent resolution rate	Conversation started at	The percentage of conversations resolved by Fin AI Agent, divided by conversations where Fin AI Agent was involved. A resolved conversation constitutes either a confirmed OR assumed resolution. A confirmed resolution is when a customer: Clicked the That helped quick reply button to Fin AI Agent's last reply, or Entered an affirmative response such as ‘Yes’, ‘Sure’, etc. to Fin AI Agent’s last reply. An assumed resolution (which is auto-closed after 3 minutes) is when a customer: Did not click the Get more help / Talk to a person quick reply buttons. Did not ask to speak to your human support team. Did not enter a negative response such as ‘No’, ‘That didn’t answer my question’, etc. Note: This is a new definition for resolution rate. Previously, this metric was calculated using 'Conversations with answers' as a denominator.
Fin AI Agent resolved conversations	Conversation started at	The number of conversations where Fin AI Agent provided at least one response (AI Answer or Custom Answer), and following the last response: The customer indicates satisfaction by: Clicking the That helped quick reply button. Entering an affirmative response such as ‘Yes’, ‘Sure’, etc. OR The customer exits the conversation without indicating further need for assistance, as shown by: Not clicking the Get more help / Talk to a person quick reply buttons. Not asking to speak to your human support team. Not entering a negative response such as ‘No’, ‘That didn’t answer my question’, etc.
Fin AI Agent routed to team conversations	Conversation started at	The number Fin AI Agent involved conversations where the customer either: Requested to talk to a teammate, (e.g. 'I want to talk to a teammate') or Clicked the Talk to a person quick reply button.
Fin AI Agent routed to team rate	Conversation started at	The percentage of conversations in which Fin AI Agent got involved and the customer either: Requested to talk to a teammate, (e.g. 'I want to talk to a teammate') or Clicked the Talk to a person quick reply button, out of all Fin AI Agent involved conversations.
Fin AI Agent unanswered conversations	Conversation started at	The number of Fin AI Agent involved conversations where either: Acknowledged that it was unable to provide an answer, or The customer left before Fin AI Agent was able to provide an answer.
Fin AI Agent unresolved conversations	Conversation started at	The number of Fin AI Agent involved conversations where the customer either: Gave negative feedback, or Requested to talk to a teammate. abandoned the conversation, and those that were routed to the team also.
First closed conversations	Conversation first closed at	The number of unique conversations closed for the first time. It only includes conversations that were closed for the first time during the selected date range. A conversation can only have one first closed metric and it will populate on the report for the day the first closed action occurred. (Formerly known as "Closed conversations".)
First response time Bot inbox time included	Conversation first replied at	The time elapsed between the start of a conversation and the first teammate's reply. It only includes conversations where a teammate sent a first reply during the selected date range and contains the time in bot inbox. Note: When the 'within office hours' checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the 'within office hours' checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours.
First response time Bot inbox time excluded	Conversation started at	The time elapsed between the start of a conversation and the first teammate's reply. It only includes conversations which started during the selected date range and excludes the time in the bot inbox. Note: When the 'within office hours' checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the 'within office hours' checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours.
First response time Bot inbox time excluded	Conversation first replied at	The time elapsed between the start of a conversation and the first teammate's reply. It only includes conversations where a teammate sent a first reply during the selected date range and excludes the time in bot inbox. Note: When the 'within office hours' checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the 'within office hours' checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours.
First response time Bot inbox time included	Conversation started at	The time elapsed between the start of a conversation and the first teammate's reply. It only includes conversations which started during the selected date range and contains the time in the bot inbox. Note: When the 'within office hours' checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the 'within office hours' checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours.
Negatively rated conversations	Conversation rating updated at	The number of negatively rated conversations, for conversations that get rated during the selected date range. It only includes the conversations rated with 😠, 🙁 or 😐 during the selected date range.
New conversations	Conversation started at	The number of all new inbound and outbound conversations. It only includes conversations where the first customer's message was received during the selected date range.
Positively rated conversations	Conversation rating updated at	The number of all the positively rated conversations. It only includes the conversations rated with 🤩 or 😀 during the selected date range.
Reassignments per conversation	Conversation started at	The number of reassignments per conversation. It only includes conversations where the first customer's message was received during the selected date range.
Replies per conversation	Conversation started at	The number of teammate’s replies per all conversations. It only includes conversations where the first customer's message was received during the selected date range and counts all replies in a conversation.
Replies to close a conversation	Conversation started at	The number of teammate’s replies to close a conversation. It only includes conversations where the first customer's message was received during the selected date range. If teammates send multiple replies before the customer responds, they'll only count as one reply.
Time from first assignment to close	Conversation started at	The time elapsed between the first conversation's assignment and when it gets closed. It only includes conversations where the first customer's message was received during the selected date range. If the conversation is assigned multiple times to different teammates before the first teammate reply, we use the timestamp of the last assignment before the first teammate reply. Note: When the ‘within office hours’ checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the ‘within office hours’ checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours.
Time to close Bot inbox time excluded	Conversation started at	The time elapsed between the start of a conversation and when it gets closed by a teammate for the last time. It only includes conversations where the first customer's message was received during the selected date range and excludes the time in the bot inbox. Note: When the 'within office hours' checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the 'within office hours' checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours.
Time to close Bot inbox time included	Conversation started at	The time elapsed between the start of a conversation and when it gets closed by a teammate for the last time. It only includes conversations where the first customer's message was received during the selected date range and contains the time in the bot inbox. Note: When the 'within office hours' checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the 'within office hours' checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours.
Time to first close Bot inbox time excluded.	Conversation started at	The time from when the conversation was started to when it was first closed for a teammate. Excludes time spent in a bot inbox.
Time to first close Bot inbox time included.	Conversation started at	The time from when the conversation was started to when it was first closed for a teammate. Includes time spent in a bot inbox.

Attributes

Attribute Name	Attribute Category	Description
Conversation started at	Timestamp attributes	The time when a Conversation received the first end-user message.
Conversation first closed at	Timestamp attributes	The time when a Conversation was marked as closed for the first time.
Conversation first replied at	Timestamp attributes	The time when a Conversation received the first teammate reply.
Conversation rating updated at	Timestamp attributes	The time when a Conversation rating was updated.
Fin rating updated at	Timestamp attributes	The time when a Fin AI Agent rating was submitted.
Channel	Conversation standard attributes	The channel where the customer started a conversation (ingoing) or first replied to them (outgoing).
Conversation rating	Conversation standard attributes	The current customer satisfaction rating.
Conversation rating remark	Conversation standard attributes	The comment left by a customer after submitting their rating.
Conversation state	Conversation standard attributes	The current state of a conversation.
Conversation tag	Conversation standard attributes	The tag applied on a conversation.
Started by	Conversation standard attributes	If the conversation was started by a Customers or a Reply to a Workflow/Message.
Ticket type	Conversation standard attributes	The ticket type associated with it.
Topics	Conversation standard attributes	The topic a Conversation belongs to.
Number of reassignments	Conversation standard attributes	The number of reassignments happened in the conversation.
Replies sent	Conversation standard attributes	The number of teammate replies sent in the conversation.
Conversation ID	Conversation standard attributes	The unique identifier (ID) of the Conversation.
Replies to close a conversation	Conversation standard attributes	The number of teammate’s replies to close the conversation.
Time from first assignment to close	Measurement attributes	The time from when a conversation is assigned (before the first teammate reply), to when it is last closed by a teammate. Your team’s office hours are not taken into consideration when calculating this duration.
Time from first assignment to close, within office hours	Measurement attributes	The time from when a conversation is assigned (before the first teammate reply), to when it is last closed by a teammate. Your team’s office hours is taken into consideration when calculating this duration.
Time to close excluding bot inbox time	Measurement attributes	The amount of time that passed from when a conversation left the bot inbox (was first assigned to a team or a teammate) to when it was closed for the last time by a teammate. Your team’s office hours are not taken into consideration when calculating this duration.
Time to close excluding bot inbox time, within office hours	Measurement attributes	The amount of time that passed from when a conversation left the bot inbox (was first assigned to a team or a teammate) to when it was closed for the last time by a teammate. Only time during your team’s office hours is taken into consideration when calculating this duration.
Time to close, within office hours	Measurement attributes	The amount of time that passed from when a conversation started to when it was closed for the last time by a teammate. Only time during your team’s office hours is taken into consideration when calculating this duration.
Time to close	Measurement attributes	The amount of time that passed from when a conversation started to when it was closed for the last time by a teammate. Your team’s office hours are not taken into consideration when calculating this duration.
Time to first close	Measurement attributes	The amount of time that passed from when a conversation started to when it was closed for the first time by a teammate. Your team’s office hours are not taken into consideration when calculating this duration.
Time to first close, within office hours	Measurement attributes	The amount of time that passed from when a conversation started to when it was closed for the first time by a teammate. Only time during your team’s office hours is taken into consideration when calculating this duration.
Time to first close excluding bot inbox time	Measurement attributes	The amount of time that passed from when a conversation left the bot inbox (was first assigned to a team or teammate) to when it was closed for the first time by a teammate. Your team’s office hours are not taken into consideration when calculating this duration.
Time to first close excluding bot inbox time, within office hours	Measurement attributes	The amount of time that passed from when a conversation left the bot inbox (was first assigned to a team or teammate) to when it was closed for the first time by a teammate. Only time during your team’s office hours is taken into consideration when calculating this duration.
First response time	Measurement attributes	The time elapsed between the start of a conversation and the first teammate's reply. Including the time the conversation spent in Bot Inbox
First response time excluding time spent in bot inbox	Measurement attributes	The time elapsed between the start of a conversation and the first teammate's reply. Excluding the time the conversation spent in Bot Inbox
First response time excluding time spent in bot inbox, only within office hours	Measurement attributes	The time elapsed between the start of a conversation and the first teammate's reply. Excluding the time the conversation spent in Bot Inbox.
First response time, only within office hours	Measurement attributes	The time elapsed between the start of a conversation and the first teammate's reply. Including the time the conversation spent in Bot Inbox
Handling time	Measurement attributes	The total amount of time that the conversation was being handled by teammates. A conversation is being handled when it is assigned to any teammate and has a status of Open.
Fin AI Agent rating	Fin attributes	The rating given to a Fin AI Agent involved conversation
Fin AI Agent rating remark	Fin attributes	The comment left by a customer after submitting their rating to a Fin AI Agent involved conversation
Fin AI Agent involved	Fin attributes	Whether Fin AI Agent got involved in the conversation.
Fin AI Agent last sent answer	Fin attributes	The type of the last answer Fin AI Agent sent
Fin AI Agent resolution state	Fin attributes	The most recent resolution state for the conversation, e.g. Confirmed resolved, Assumed resolved, Routed to team
Fin AI Agent deflected	Fin attributes	When Fin AI Agent was involved in the conversation and prevented it from being routed to the team.
Teammate currently assigned	Teammate attributes	The teammate currently assigned to the conversation.
Teammate replied to	Teammate attributes	The teammate who has provided a reply to the conversation.
Teammate rated	Teammate attributes	The teammate who was last to reply to the conversation before it was rated.
First closed by teammate	Teammate attributes	The teammate who closed the conversation for the first time.
Teammate first replied	Teammate attributes	The teammate who provided the first reply after the first customer message to the conversation.
Last closed by teammate	Teammate attributes	The teammate who closed the conversation for the last time.
Call participants	Teammate attributes	The teammates who participated in the call as part of the conversation.
Call types	Call attributes	The call types associated with them.
With calls	Call attributes	If the conversation has any associated calls with them or not
Team currently assigned	Team attributes	The team currently assigned to the conversation.
Team replied to	Team attributes	If any member of the selected team replied to the conversation
Continent	People standard attributes	The continent where the customer is located.
Country	People standard attributes	The country where the customer is located.
User tag	People standard attributes	The user's tags.
User type	People standard attributes	If the conversation was with a user or a lead.
Company ID	Company standard attributes	The unique identifier (ID) of a company
Company name	Company standard attributes	The company name.
Company plan	Company standard attributes	The company plan.
Company size	Company standard attributes	The company size.
Company tag	Company standard attributes	The company tag.

Fin AI Copilot dataset

This dataset captures teammate interactions with Fin AI Copilot on your workspace. It allows you to understand how Fin AI Copilot is being used by teammates during conversations.

Metrics

Metric Name	Timestamp Attribute Used	Description
Fin AI Copilot questions	Fin AI Copilot question asked at	Total number of questions asked to Fin AI Copilot. Teammate is associated with a question if they asked Fin AI Copilot the question.
Teammates using Fin AI Copilot	Fin AI Copilot question asked at	Total number of teammates that have used Fin AI Copilot at least once. Usage is defined as having asked Fin AI Copilot a question at least once. Teammate is associated with a question if they asked Fin AI Copilot the question.

Attributes

Attribute Name	Attribute Category	Description
Teammate who asked the question	Teammate attributes	The teammate who asked Fin AI Copilot a question.

Conversation actions dataset

This dataset captures detailed actions undertaken during the lifetime of a conversation, such as assignments, closures, and replies. It provides a granular view of the interactions within each conversation.

Metrics

Metric Name	Timestamp Attribute Used	Description
Closed conversations	Action time	The number of unique conversations closed. It only includes conversations that were closed during the selected date range, and it counts all close events, including the first and last closed. If a conversation is closed and re-opens and closed again the next day, it will appear as a close for both days. This number will likely be higher than the first closed metric.
Conversations assigned	Action time	The number of unique conversations assigned.
Conversations assigned per hour	Action time	The number of conversations assigned to a teammate during their active status.
Conversations closed per hour	Action time	The number of conversations closed by a teammate during their active status.
Conversations participated	Action time	The number of conversations where a teammate left an internal note and/or replied to a customer.
Conversations participated per hour	Action time	The number of conversations where a teammate either replied to the customer or left an internal note during their active status.
Conversations replied to	Action time	The number of conversations that have one or more teammate’s responses. It only includes conversations where a teammate responded during the selected date range and it counts any response, including the first response.
Conversations replied to per hour	Action time	The number of conversations which teammates reply to per hour during their active status.
Conversations with notes	Action time	The number of conversations where a teammate left an internal note.
Mentions	Action time	The number of teammate mentions on internal notes (comments). It only includes mentions that happened during the selected date range.
Notes created	Action time	The number of internal notes (comments) composed by teammates. It only includes notes composed during the selected date range.
Replies sent	Action time	The total number of teammate replies. It only includes the teammate’s replies that were provided during the selected date range, and where a customer participated in the conversation.
Response time	Conversation started at	The time to reply to customers at any point during a conversation. It only includes conversations where the first customer's message was received during the selected date range and it includes the first and any subsequent response. Note: When the ‘within office hours’ checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the ‘within office hours’ checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours.
Response time	Conversation started at	The time to reply to customers at any point during a conversation. It only includes conversations with a teammate’s reply provided during the selected date range and it includes the first and any subsequent response. Note: When the ‘within office hours’ checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the ‘within office hours’ checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours.
Team assignment to first response	Action time	The amount of time it takes for a teammate to send an initial response to a customer after a conversation is assigned to a specific team inbox. If a conversation isn't assigned to a team at the time of the first response, it will not be attributed to this metric. (Formerly known as Team first response time)
Team assignment to subsequent response	Action time	The amount of time taken by teammates to provide each additional reply to customers, following the initial response, for queries assigned to their team's inbox. If a conversation isn't assigned to a team at the time of the first response, it will not be attributed to this metric. (Formerly known as Team subsequent response time)
Team assignment to close	Action time	The amount of time taken from when a conversation is assigned to a specific team inbox until the conversation is closed by a teammate. A conversation that isn't assigned to a team at the time of closure will not be attributed to this metric. (Formerly known as Team time to close)
Teammate assignment to first response	Action time	The amount of time it takes for teammates to send an initial response to a customer after a conversation is assigned to them. If a conversation isn't assigned to a teammate at the time of the first response, it will not be attributed to this metric. Note: When the ‘within office hours’ checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the ‘within office hours’ checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours. (Formerly known as Teammate first response time)
Teammate replies sent per hour	Action time	Number of replies sent by teammates during their active status.
Teammate assignment to subsequent response	Action time	The amount of time it takes for teammates to respond to customers for every subsequent reply after the first reply. A conversation doesn't need to be assigned to a teammate to attribute to this metric. Note: When the ‘within office hours’ checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the ‘within office hours’ checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours. (Formerly known as Teammate subsequent response time)
Teammate assignment to close	Action time	The amount of time it takes for a teammate to first close a conversation after it is assigned to them. If a conversation isn't assigned to a teammate at the time of closure, it will not be attributed to this metric. Note: When the ‘within office hours’ checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the ‘within office hours’ checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours. (Formerly known as Teammate time to close)

Attributes

Attribute Name	Attribute Category	Description
Action time	Timestamp attributes	The time the action was taken.
Conversation started at	Timestamp attributes	The time when the conversation received the first end-user message.
Channel	Conversation standard attributes	The channel where the customer started the conversation (ingoing) or first replied to them (outgoing).
Started by	Conversation standard attributes	If the conversation was started by a customer or a reply to a Workflow/Message.
Conversation tag	Conversation standard attributes	The tag applied on the conversation.
Conversation ID	Conversation standard attributes	The unique identifier (ID) of the conversation.
Action ID	Conversation standard attributes	The unique identifier (ID) of the action
Action Type	Conversation standard attributes	The type of action performed by a teammate in a conversation.
Topics	Conversation standard attributes	The topic the conversation belongs to.
Response time	Measurement attributes	When a teammate sends a reply, the amount of time that passed since the end user’s previous reply. Your team’s office hours are not taken into consideration when calculating this duration.
Response time, within office hours	Measurement attributes	When a teammate sends a reply, the amount of time that passed since the customer’s previous reply. Only time during your team’s office hours is taken into consideration when calculating this duration.
Team first response time	Measurement attributes	When a teammate sends the first reply since the conversation was assigned to a team, the amount of time that passed between the assignment and the reply being sent. Your team’s office hours are not taken into consideration when calculating this duration.
Team first response time, within office hours	Measurement attributes	When a teammate sends the first reply since the conversation was assigned to a team, the amount of time that passed between the assignment and the reply being sent. Only time during your team’s office hours is taken into consideration when calculating this duration.
Team subsequent response time	Measurement attributes	The amount of time taken by teammates to provide an additional reply to customers, following the initial response, for queries assigned to their team's inbox.
Team subsequent response time, within office hours	Measurement attributes	The amount of time taken by teammates to provide an additional reply to customers, following the initial response, for queries assigned to their team's inbox, excluding any time spent in-between that fall outside of office hours.
Team time to close	Measurement attributes	The amount of time taken from when a conversation is assigned to a specific team inbox until the conversation is closed by a teammate.
Team time to close, within office hours	Measurement attributes	The amount of time taken from when a conversation is assigned to a specific team inbox until the conversation is closed by a teammate, excluding any time spent in-between that fall outside of office hours.
Teammate first response time	Measurement attributes	The amount of time it takes for teammates to send an initial response to a customer after a conversation is assigned to them.
Teammate first response time, within office hours	Measurement attributes	The amount of time it takes for teammates to send an initial response to a customer after a conversation is assigned to them, excluding any time spent in-between that fall outside of office hours.
Teammate subsequent response time	Measurement attributes	The amount of time it takes for teammates to respond to customers for a subsequent reply after the first reply.
Teammate subsequent response time, within office hours	Measurement attributes	The amount of time it takes for teammates to respond to customers for a subsequent reply after the first reply, excluding any time spent in-between that fall outside of office hours.
Teammate time to close	Measurement attributes	The amount of time it took for a teammate to close a conversation after it was assigned to them.
Teammate time to close, within office hours	Measurement attributes	The amount of time it took for a teammate to close a conversation after it was assigned to them, excluding any time spent in-between in-between that fall outside of office hours.
Action performed by	Teammate attributes	The teammate who performed the relevant action based on the metric.
Teammate assigned	Teammate attributes	The teammate who has been assigned to the conversation at any point during the reporting period.
Teammate mentioned	Teammate attributes	The teammate that was mentioned in the internal note.
Teammate when action was performed	Teammate attributes	The teammate who was assigned to the conversation when a specific action was performed. For example, when a conversation gets closed, it may be assigned to someone other the person who performed the closed action.
Teammate currently assigned	Teammate attributes	The teammate currently assigned to the conversation.
Team assigned	Team attributes	The team assigned to the conversation when the action happened.
Team currently assigned	Team attributes	The team currently assigned to the conversation.
Continent	People standard attributes	The continent where the customer is located.
Country	People standard attributes	The country where the customer is located.
User tag	People standard attributes	The user’s tags.
User type	People standard attributes	The users type, e.g. users and leads.
Company ID	Company standard attributes	The unique identifier (ID) of the company.
Company name	Company standard attributes	The company name.
Company plan	Company standard attributes	The company plan.
Company size	Company standard attributes	The size of the company.
Company tag	Company standard attributes	The company's tag.

Tickets dataset

This dataset provides details at the ticket level. It includes data such as ticket ID, the state of the ticket, ticket type, and the current assignee. This dataset focuses on the overall aspects of a ticket but does not include individual ticket action items.

Unlike conversation and conversation actions dataset metrics, the ticket metrics do not take office hours into account.

Metrics

Metric Name	Timestamp Attribute Used	Description
New tickets	Ticket created	The number of new tickets created during the selected date range.
Resolved tickets	Ticket last resolved	The number of tickets last resolved and not reopened during the selected date range.
Ticket time in progress	Ticket last resolved	The time spent in the in progress state. It only includes tickets that were last resolved during the selected date range. If a ticket has been in the state more than once, the sum of that time is used.
Ticket time in submitted	Ticket last resolved	The time spent in the submitted state. It only includes tickets that were last resolved during the selected date range.
Ticket time in waiting on customer	Ticket last resolved	The time spent in the waiting on customer state. It only includes tickets that were last resolved during the selected date range. If a ticket has been in the state more than once, the sum of that time is used.
Ticket time to resolve	Ticket last resolved	The time elapsed between the ticket submission and when it gets last resolved. It only includes tickets that were last resolved during the selected date range.

Attributes

Attribute name	Attribute Category	Description
Ticket created	Timestamp attributes	The time when a ticket was submitted.
Ticket last resolved	Timestamp attributes	The time when a ticket was last resolved and not reopened.
Conversation ID	Tickets standard attributes	The unique identifier (ID) of the conversation.
Conversation state	Tickets standard attributes	The current state of the conversation.
Conversation rating	Tickets standard attributes	The current customer satisfaction rating.
Conversation rating remark	Tickets standard attributes	The comment left by a customer after submitting their rating.
Channel	Tickets standard attributes	The channel where the customer started the conversation (ingoing) or first replied to them (outgoing).
Conversation tag	Tickets standard attributes	The tag applied to the conversation.
Started by	Tickets standard attributes	If the ticket was started by a customer or a reply to Workflow/Message.
Ticket type	Tickets standard attributes	The ticket type associated with it.
Time in progress	Measurement attributes	The amount of time a ticket was in progress.
Time in submitted	Measurement attributes	The amount of time a ticket was in the submitted state.
Time in waiting on customer	Measurement attributes	The amount of time a ticket was waiting on a customer.
Time to resolve	Measurement attributes	The amount of time it took for a ticket to be resolved.
Fin rating	Fin attributes	The rating given to a Fin AI Agent involved conversation.
Fin rating remark	Fin attributes	The comment left by a customer after submitting their rating to a Fin AI Agent involved conversation.
Teammate currently assigned	Teammate attributes	The teammate currently assigned to the ticket.
Teammate replied to	Teammate attributes	The teammate who has provided a reply to the ticket.
Team currently assigned	Team attributes	The team currently assigned to the ticket.
Company ID	Company standard attributes	The unique identifier (ID) of the company.
Company name	Company standard attributes	The company name.
Company plan	Company standard attributes	The company plan.
Company size	Company standard attributes	The size of the company.
Company tag	Company standard attributes	The company's tag.
Continent	People standard attributes	The continent where the customer is located.
Country	People standard attributes	The country where the customer is located.
User tag	People standard attributes	The user’s tags.
User type	People standard attributes	The users type, e.g. users and leads.

Teammate handling dataset

This dataset provides information regarding the duration for which teammates engage with conversations.

Metrics

Name	Timestamp Attribute Used	Description
Teammate handling time	Conversation started at	The time spent by a teammate working on a conversation. This only includes conversations where the first customer's message was received during the selected date range. A teammate handles a conversation if it is open and assigned to them. This excludes: The time that bots spend handling conversation The time a conversation is in a team inbox and not assigned to a teammate The time a conversation is snoozed The time a conversation is closed A conversation's handling time is counted once it is closed. Note: When the ‘within office hours’ checkbox is selected for this metric, the global default office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations. When the ‘within office hours’ checkbox is unchecked for this metric, it means that the global default office hour setting will not be considered for exclusion, and all time data will be used for the calculations, regardless of whether it falls within or outside of the specified office hours.

Attributes

Attribute name	Attribute Category	Description
Conversation started at	Timestamp attributes	The time when a conversation received the first end-user message.
Conversation ID	Conversation standard attributes	The unique identifier (ID) of the conversation.
Channel	Conversation standard attributes	The channel where the customer started the conversation (ingoing) or first replied to them (outgoing).
Started by	Conversation standard attributes	If the conversation started by a customer or a reply to Workflow/Message.
Conversation tag	Conversation standard attributes	The tag applied on the conversation.
Handling time	Measurement attributes	The time spent working on the conversation.
Teammate currently assigned	Teammate attributes	The teammate currently assigned to the conversation.
Teammate replied to	Teammate attributes	The teammate who has provided a reply to the conversation.
Handled by teammate	Teammate attributes	The teammate who handled the conversation. A teammate handles a conversation when it is open and assigned to them.
Team currently assigned	Team attributes	The team currently assigned to the conversation.
Continent	People standard attributes	The continent where the customer is located.
Country	People standard attributes	The country where the customer is located.
User tag	People standard attributes	The user’s tags.
User type	People standard attributes	The users type, e.g. users and leads.

Teammate status period dataset

This dataset provides information on the time spent by teammates in different Help Desk statuses, offering insights into the time management of team members across various work statuses.

Metrics

Name	Timestamp Attribute Used	Description
Teammate time active	Period started at	The amount of time a teammate spends in an "active" status.
Teammate time away	Period started at	The amount of time a teammate spends in an "away" status.
Teammate time away & reassign	Period started at	The amount of time a teammate spends in an "away & reassigning" status.

Attributes

Attribute	Attribute Category	Description
Period started at	Timestamp attributes	When the selected status started.
Period ended at	Timestamp attributes	When the selected status ended.
Away reason	Conversation standard attributes	The reason why a teammate was set to away.
Teammate	Teammate attributes	The teammate with the selected status.

Conversation SLA dataset

This dataset tracks the historical SLA (Service Level Agreement) status of conversations, offering insights into whether individual conversations met or missed their SLA targets.

Metrics

Metric Name	Timestamp Attribute Used	Description
SLA miss rate	SLA started at	Percentage of conversations and tickets that had an SLA breached.
Conversations with missed SLA	SLA started at	Number of conversations and tickets that had an SLA breached.
Conversations with SLA	SLA started at	Number of conversations and tickets that had at least one SLA.

Attributes

Attribute Name	Attribute Category	Description
Conversation SLA name	Conversation standard attribute	The name of the conversation SLA.
Action ID	Conversation standard attribute	The unique identifier of the conversation action related to the SLA.
SLA metric type	Conversation standard attribute	The type of the SLA metric.
Conversation ID	Conversation standard attribute	The unique identifier of the conversation.
Channel	Conversation standard attribute	The channel where the customer started the conversation (ingoing) or first replied to them (outgoing).
Started by	Conversation standard attribute	If the conversation started by a customer or a reply to Workflow/Message.
Conversation tag	Conversation standard attribute	The tag applied on a conversation.
Topics	Conversation standard attribute	The topic the Conversation belongs to.
SLA started at	Timestamp attribute	When the SLA started.
SLA attributed to	Teammate attribute	The teammate that was assigned when the SLA was evaluated.
Teammate currently assigned	Teammate attribute	The teammate currently assigned to the conversation.
Teammate replied to	Teammate attribute	The teammate who has provided a reply to the conversation.
Team currently assigned	Team attribute	The team currently assigned to the conversation.
Continent	People standard attribute	The continent where the customer is located.
Country	People standard attribute	The country where the customer is located.
User tag	People standard attribute	The user’s tags.
User type	People standard attribute	The users type, e.g. users and leads.

Calls dataset

This dataset provides information at the call level. It includes data such as call ID, the state of the call, call type and participants involved. It captures the general overview of a call but does not cover specific actions taken during the call.

Only calls that have ended are included in reporting metrics.

Metrics

Metric Name	Timestamp Attribute Used	Description
New calls	Call initiated at	The total number of calls. This includes inbound calls, outbound calls, and Messenger calls. There may be multiple calls per conversation.
Call duration	Call initiated at	The total duration of a call for a customer from when the call is placed until the call has ended. For outbound calls, this is the duration from when the call is answered until the call has ended.
Inbound calls	Call initiated at	The total number of inbound phone calls.
Completed inbound calls	Call initiated at	The total number of inbound calls that were answered by a teammate and then ended by the teammate or customer. This excludes calls that were answered, and then transferred and abandoned by the customer.
Abandoned inbound calls	Call initiated at	The total number of inbound calls that were missed because the customer has abandoned the call while routing, in queue, on hold, or in voicemail.
Voicemail calls	Call initiated at	The total number of calls with a voicemail.
Out of office calls	Call initiated at	The total number of inbound calls that were placed out of office hours. The office hours are the workspace's office hours at the time the call was placed.
Call answer time	Call initiated at	The duration from the moment the customer places the call to the moment the call is answered by a teammate initially. For outbound calls, this is the duration from the moment the teammate placed the call until it was answered by the customer.
Call in queue time	Call initiated at	The duration the customer waits on hold in the queue to be connected with a teammate after the call has been assigned to a team. If a call is then transferred to different teams, this includes the total in queue hold time across all transfers.
Call talk time	Call initiated at	The duration the customer spends talking with a teammate during a call. If the call is transferred, this is the total talk time across all transfers. Call talk time excludes time the teammate has placed the call on hold.

Attributes

Attribute Name	Attribute Category	Description
Conversation ID	Conversation standard attributes	The unique identifier (ID) of the conversation.
Call initiated at	Timestamp attributes	The time when the call was started.
Call teammate	Teammate attributes	The teammate who had a call with the customer.
Call ID	Call attributes	The unique identifier (ID) of the call.
Call type	Call attributes	The type of the call.
Call direction	Call attributes	The direction of the call.
Call answer time	Call attributes	The duration from the moment the customer places the call to the moment the call is answered by a teammate initially. For outbound calls, this is the duration from the moment the teammate placed the call until it was answered by the customer.
Call duration	Call attributes	The total duration of a call for a customer from when the call is placed until the call has ended. For outbound calls, this is the duration from when the call is answered until the call has ended.
Call queue time	Call attributes	The duration the customer waits on hold in the queue to be connected with a teammate after the call has been assigned to a team. If a call is then transferred to different teams, this includes the total in queue hold time across all transfers.
Call talk time	Call attributes	The duration the customer spends talking with a teammate during a call. If the call is transferred, this is the total talk time across all transfers. Call talk time excludes time the teammate has placed the call on hold.
Call state	Call attributes	The state of a call.
Call in office hours	Call attributes	Whether the call was within office hours or not.

Calls teammate stats dataset

This dataset provides information regarding the duration for which teammates engage with calls.

Only calls that have ended are included in reporting metrics.

Metrics

Metric Name	Timestamp Attribute Used	Description
Teammate call talk time	Call initiated at	The duration teammates spend talking during a call.

Attributes

Attribute Name	Attribute Category	Description
Call initiated at	Timestamp attributes	The time when the call was started.
Conversation ID	Conversation standard attributes	The unique identifier (ID) of the conversation.
Call teammate	Teammate attributes	The teammate who participated in the call.
Call ID	Call attributes	The unique identifier (ID) of the call.
Call type	Call attributes	The type of the call.
Call direction	Call attributes	The direction of the call.
Call answer time	Call attributes	The duration from the moment the customer places the call to the moment the call is answered by a teammate initially. For outbound calls, this is the duration from the moment the teammate placed the call until it was answered by the customer.
Call duration	Call attributes	The total duration of a call for a customer from when the call is placed until the call has ended. For outbound calls, this is the duration from when the call is answered until the call has ended.
Call queue time	Call attributes	The duration the customer waits on hold in the queue to be connected with a teammate after the call has been assigned to a team. If a call is then transferred to different teams, this includes the total in queue hold time across all transfers.
Call talk time	Call attributes	The duration the customer spends talking with a teammate during a call. If the call is transferred, this is the total talk time across all transfers. Call talk time excludes time the teammate has placed the call on hold.
Call state	Call attributes	The state of the call.
Call in office hours	Call attributes	If the call was within office hours or not.
Teammate talk time	Call attributes	The duration the teammates spend talking during a call.

Calls team stats dataset

This dataset provides information regarding the duration for which teams engage with calls.

Only calls that have ended are included in reporting metrics.

Metrics

Metric Name	Timestamp Attribute Used	Description
Team call in queue time	Call initiated at	The duration the customer waits on hold in the queue to be connected with a teammate after the call has been assigned to a team. A team may have multiple in queue times for a call, if the call was assigned to the team multiple times.
Team call talk time	Call initiated at	The duration that all teammates spent talking during a call, while assigned to a team.

Attributes

Attribute Name	Attribute Category	Description
Call initiated at	Timestamp attributes	The time when the call was started.
Conversation ID	Conversation standard attributes	The unique identifier (ID) of the conversation.
Call teammate	Teammate attributes	The teammate who participated in the call.
Team	Team attributes	The team who performed the relevant action based on the metric.
Call ID	Call attributes	The unique identifier (ID) of the call.
Call type	Call attributes	The type of the call.
Call direction	Call attributes	The direction of the call.
Call answer time	Call attributes	The duration from the moment the customer places the call to the moment the call is answered by a teammate initially. For outbound calls, this is the duration from the moment the teammate placed the call until it was answered by the customer.
Call duration	Call attributes	The total duration of a call for a customer from when the call is placed until the call has ended. For outbound calls, this is the duration from when the call is answered until the call has ended.
Call queue time	Call attributes	The duration the customer waits on hold in the queue to be connected with a teammate after the call has been assigned to a team. If a call is then transferred to different teams, this includes the total in queue hold time across all transfers.
Call talk time	Call attributes	The duration the customer spends talking with a teammate during a call. If the call is transferred, this is the total talk time across all transfers. Call talk time excludes time the teammate has placed the call on hold.
Call state	Call attributes	The state of the call.
Call in office hours	Call attributes	Whether the call was within office hours or not.
Team talk time	Call attributes	The duration the teams spend talking during a call.
Team call in queue times	Call attributes	The duration the team calls spend in queue.

Other considerations

Excluding archived or deleted conversations

There's no out-of-the-box way to exclude the conversations of archived or deleted leads/users from your reports. However, there's a workaround if you have access to create Conversation Data Attributes.

Before archiving or deleting your leads/users, you can do the following:

Create a List Type Conversation Data Attribute with a value of True/False and set the attribute to True for each conversation that you want to exclude from your reports.
Filter your report based on "Conversation Data Attribute is not True" to exclude these conversations from your reports.

Multiple assignments to the same teammate

If a conversation or ticket is assigned to the same teammate multiple times, the relevant duration metric gets calculated by summing up this time.

Office hours

In your Messenger settings, use the “Calculate your team’s response metrics within office hours only” checkbox to influence how any duration metrics will get calculated based on office hours.

💡Tip

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