Within Trengo’s reporting, there are multiple reports that give insight into the number of conversations, their statuses, and the productivity of the organization. In this article, we'll explain how the metrics in these reports are measured.
Conversation statuses
In Trengo, a conversation can have three statuses: new, assigned, or closed. All of these statuses are reflected within Trengo’s reporting.
New
With 'New', you’ll find the number of new conversations that have arrived in the inbox in the selected timeframe. Within the inbox, it is possible conversations get reopened and therefore regain the ‘New’ status in the inbox.
Trengo’s reporting will only count a conversation as ‘New’ once. So, when an email comes into the ‘New’ inbox twice, it will be seen as one new conversation in the analytics.
Assigned
In 'Assigned', you will find all conversations that have or had the status 'Assigned' during the selected time period. A conversation will be counted as ‘Assigned’ once, also when it switches from a Trengo user or when it gets reassigned after closing.
The user that had the conversation assigned to themselves last, is where the conversation will be counted.
Closed
With 'Closed', all conversations that are closed in the selected timeframe still have the status 'Closed' will be counted.
Resolution metrics
Aside from giving insights into the number of conversations, you can also find data on the performance of the inbox. Think of statistics such as the average resolution time, first response time, and how many answers it took for a conversation. These can all be found in Trengo’s resolutions report.
First response time
The 'First response time' measures the time between the first incoming message from a customer and the first reply from a Trengo user. Time outside business hours or spent talking to a chatbot or flowbot is not counted within this metric.
Suppose the Trengo user was able to reply within one minute after the customer has finished a conversation with your Flowbot and this conversation was inside business hours. In this case, the ‘First response time’ will be counted as one minute.
In Trengo’s reporting, you will see the average first response time for the metrics you have selected. This means that this is the sum of all the ‘First response times’ of the relevant conversations, divided over the number of conversations.
Resolution time
The resolution time of a conversation is the time between the conversation creation and the conversation's closing time. The time a customer interacted with a chatbot or flowbot or the time outside opening hours is not counted.
You can enable Trengo to reopen conversations once a customer contacts you via the same channel for your email and social messaging channels. In this case, the time is logged with the first message of a conversation, and the time is logged as soon as the conversation is closed. As soon as the conversation is reopened, the latest "close" time is removed and no resolution time is present (the conversation is open and not resolved). Once the conversation is closed again, the latest "close" time will be used to calculate the time from creation until resolution.
In Trengo’s reporting, you can also find the average resolution time. This metric is found by adding up all the resolution times of all the conversations, divided over all the conversations.
Number of replies until resolution
The 'Number of replies until resolution' counts the number of user replies within a single conversation until it’s closed. Automated messages via a flowbot, chatbot, or rules are not included.
