The labels report

See how often a label is used within the labels report.

The metrics

Per label, you can gain insights into the following metrics:

  • The number of new conversations that contain this label;
  • The number of assigned conversations that contain this label;
  • The number of closed conversations that contain this label;
  • The average first response time for conversations with this label;
  • The average resolution time for conversations with this label;
  • The number of messages received in all conversations with this label;
  • The number of messages sent in all conversations with this label;
  • The number of internal messages shared in all conversations with this label.

To see all the data, simply scroll horizontally.

This article teaches you how the results are measured. 

The report

  1. Filter
    Apply filters to get the overview you are looking for. You can filter between different (sets of) channels, users, or labels.
    The label filter gives you the opportunity to compare different channels with each other. For the other filters, selecting multiple will lead to the addition of these metrics.

  2. Timeframe
    Select which timeframe you would like to see. You can filter on:

    • Today
    • Yesterday
    • Last 7 days
    • Last 14 days
    • Last 30 days
    • This month (showing results from between the first and the last day of the current month)
    • Previous month (showing results from between the first and the last day of the previous month)
    • This year (showing results from between the first and the last day of the current year)
    • Last year (showing results from between the first and the last day of the previous year)
    • Or choose a custom timeframe.

  3. Categories
    You can sort the list based on the categories. Use the up-down icon next to a metric in order to sort the list based on the highest or lowest score for that metric.
  4. Results
    Here you will see all metrics for the different channels listed below each other for easy comparison.