The Overview is the first Analytics screen and the one to look at daily. It answers four questions: how much arrived, how much closed, how fast you answered, and what is still open.
The tiles
| Tile | What it counts |
|---|---|
| Conversations started | conversations opened in this period, on any channel |
| Conversations resolved | times a conversation was marked resolved in this period |
| Conversations reopened | times a resolved conversation was opened again |
| Average first response | how long a customer waited for the first human reply |
| Average resolution time | how long a conversation stayed open before it was resolved |
| Messages received | customer messages — activity notes and private notes are not counted |
| Messages sent | replies to customers, including approved template sends — notes are not counted |
| Open right now | conversations open or pending at this moment; snoozed ones are not counted |
Three of these repay a careful read.
Resolved is an event, not a state. A conversation resolved, reopened and resolved again counts twice. That is deliberate: it measures work done, and closing something twice was two pieces of work.
Reopened is the quality signal. A desk with a high resolve count and a high reopen count is closing conversations that were not finished. Watch the ratio rather than either number.
Open right now ignores your date range. It is a reading taken when you loaded the page. Looking at last month and seeing today's open count is not a bug.
Where the volume sits
Under the tiles, a breakdown shows which channels, teams or labels carry the volume, as a share of the whole. "Not recorded" is its own row rather than being hidden — a large "Not recorded" share usually means something is not being labelled, which is worth knowing.
Reading the series
The chart is the same measure over time, grouped by day, week or month. Three readings are worth making a habit of:
- Started against resolved. If started is consistently above resolved, the backlog is growing, and no amount of speed on individual conversations will fix it.
- First response against your promise. If your website widget says "typically replies in a few minutes" and this says hours, one of the two has to change.
- The shape of the week. Where the volume lands tells you when to staff, and it is almost never spread evenly.
Limits
- Averages hide the tail. An average first response of eleven minutes is consistent with most customers waiting two minutes and a few waiting a day.
- A reply by an automation or a bot is not a human first response. First response measures the first human reply.
- Counts are scoped to the account, not to what you personally can see.
Who can see this
Administrators. Agents do not have the Analytics screens.