[Reply] Overview Report


Overview

Our Conversations report gives you and your team a high level view of your overall conversation volume and key response times. It's designed to be simple to read with key metrics up top and a daily breakdown below. This report also features key insights related to tags. 

Conversations

Average Time To First Reply
This metric measures the average time it takes to make our first reply to conversations.  This tells us, on average, how long it takes from the moment a new message (Tweet, Facebook Comment, etc) is sent by a customer or follower to when a team member or agent first replies. This gives us overall "wait time" for customers and is great barometer for social. 

New Conversations
The total number of new conversations created in a given time period. 

Conversations Replied To
The total number of conversations you and your team have replied to in a given time period.