It’s easy to understand your team’s workload and your customers’ biggest issues in the 'new conversations' report. The report gives you three key insights - 

  • How many conversations your team receive 
  • When your team is busiest
  • What topics your customers are talking about the most 

Manage your team’s workload

You can track how many new inbound conversations you’re handling over time, so you can identify long-term growth trends. You’ll be able to see if you need to streamline your support process, hire more staff or tackle recurring spikes in volume.

The previous date range is also shown in grey, so you can compare two periods:

Note: It’s important that you can easily compare the same days with each other across weeks. To compare two weeks like-for-like, you need to set the time range to be divisible by 7 days (i.e. 14 days, 84 days, 210 days etc). For example, if you select a period that’s not divisible by 7, such as 12 days, the days of each week won’t line up with each other correctly.

You can gauge your team’s workload for any period up to a year, using the date range filter: 

You can also filter your reports by tag, so you can see the trends for specific types of conversations:

Tackle the busy periods

It's easy to check what days and times get the most new conversations, so you can make sure you have enough teammates available to manage the busy periods.

‘Busiest period for new conversations’ breaks down your new conversation volumes by time of day and day of the week.

You can also hover over any period to see how many conversations your team participated in during that period.

Understand your biggest issues 

You can get a better understanding of which topics are creating the most issues for your customers, so you know which ones to prioritize. You can see which conversation tags your team are using most often across the time period you’ve selected:

You can spot trending product issues your customers are reporting, react quickly and resolve them by tracking your conversation tags. 

What’s next?

Did this answer your question?