Overview

The ‘Effectiveness’ template shows how well conversations get resolved once they reach your team:

• How many close on first contact

• How many replies a resolution takes

• How often conversations change hands

• How quickly conversations are assigned and closed after assignment

Go to the Reports tab and create a new report. Select the ‘Effectiveness’ template to get started quickly.

Conversation effectiveness

Key metrics

Six KPIs at the top summarize the selected period:

• ‘Conversations replied to’ - unique conversations that received at least one visible teammate reply during the period

• ‘Closed conversations on first contact rate’ - the percentage closed by a teammate on first contact

• ‘Median replies to close a conversation’ - the median number of teammate replies before close

• ‘Conversations reassigned’ - conversations moved to another teammate after work begins

• ‘Median time to first assignment’ - how quickly conversations reach a teammate

• ‘Median time from first assignment to close’ - how long conversations take to close after assignment

Trends over time

Below the KPIs, matching charts trend replies to close, assignment speed, first-contact closes, reassignments, and time from assignment to close across the date range.

To see exactly what a chart measures, hover the info icon next to its title for the metric description, Timestamp, Aggregation, and office-hours state. To see the conversations behind a data point, hover the chart and click Drill-in.

Customize this report

Your copy of the template is a regular custom report - add, remove, or reconfigure any chart. Useful additions from the same dataset:

• Time to close and Time to first close (each with including and excluding bot variants) - the time to the last or first close by a teammate, with or without time in the Bot inbox

• Reopen rate and Reopened conversations - how often closed conversations come back

• Teammate replies per conversation, Customer replies per conversation, and Reassignments per conversation - per-conversation averages that include conversations with zero replies or reassignments

Useful filters

• Conversation tag - compare how different conversation types get resolved

• Channel - compare effectiveness across the sources where conversations begin

• Teammate or Team - compare people or teams; these dynamic filters follow the action measured by each chart

You can also break a chart down by these attributes to compare groups side by side. The full metric dictionary lives in Reporting metrics and attributes.

Learn more about customizing reports →

Effectiveness report use cases

See how different types of conversations are handled

Filter by Conversation tag or Channel to compare first-contact close rates and replies to close across different conversation types.

See how different teammates or teams are handling conversations

Filter by Team or Teammate to compare first-contact closes, replies to close, and reassignments, then identify training needs. If first-contact close rates are low, review your assignment rules to ensure conversations reach the best team.

Check if conversations are being picked up by the right person

‘Conversations reassigned - by time’ helps you see whether the right person picks up a conversation first.

Gauge teammate workload and capacity

Compare ‘Median time to first assignment’ with first-response time in the ‘Responsiveness’ report. A low assignment time with a high first-response time can mean conversations reach teammates quickly but wait because those teammates are at capacity.

Measure time from assignment to close

‘Median time from first assignment to close - by time’ shows how long conversations take to close after assignment, excluding the customer's initial wait for assignment.

FAQs