User permissions required: ‘View Sources’ AND ‘View Labels’
Under the Threads tab of the Reports page there are a number of different charts available if you have threaded messages (e.g.: email chains, chats, etc.) within your dataset:
This page is particularly useful for reviewing some of the thread-specific metrics.
Enabling the 'Threads' tab
At the top of the filter bar, users can toggle between 'Verbatims' and 'Threads'. This allows you to apply analytics at the level of conversations, instead of individual messages.
The threads filter is applicable for longer-form conversations like email threads, phone calls and live chats. Once the 'Threads' filter is selected, the fifth 'Threads' tab will become available.
Verbatims-Threads toggle on the filter bar
Number of Messages
The platform will display the threaded volume by number of messages, as well as the top label volumes by number of messages.
The number of messages is calculated by taking a count of the number of messages that are part of the same thread.
Volume of Threads by Number of Messages
The platform will display the thread volume by duration, as well as the top label volumes by duration.
The thread duration is the time between the first and the last message that was sent in the thread.
Volume of Threads by Duration
Number of Participants
The platform will display the thread volume by number of participants, as well as the label volume by number of participants.
The number of participants is calculated by adding up all parties 'to', 'from', 'cc', and 'bcc' (if the mailbox(es) attached as sources have been copied in).
Volume of Threads by Number of Participants
Thread Response Time
The platform will display the thread volume by response time, as well as the label volume by response time.
The thread response time is calculated by checking how long it takes for the original sender of the message to receive a response (from someone other than the original sender).
Volume of Threads by Response Time
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