Why it matters
Conversation reports help you understand how your team is handling customer conversations in Whippy. Use this report to monitor new conversations, opened and closed conversations, inbound activity, customer replies, and median response time.
Key Concepts
New Conversations: Conversations created during the selected period, counted from when each conversation first started.
Opened Conversations: Conversations moved to an Open status during the selected period.
Closed Conversations: Conversations moved to a Closed status during the selected period.
Inbound Conversations: New conversations started by a contact, where the first message was inbound.
Conversations Replied: Conversations where a contact replied during the selected period. Opt-out replies such as STOP or UNSUBSCRIBE are excluded.
Median Response Time: The median time between a contact's inbound message and your team's next manual reply. Automated messages and replies sent more than a week later are excluded.
Built-in Conversation Charts and Tables
The Conversations report includes the following built-in views:
Summary cards: New Conversations, Opened Conversations, Closed Conversations, Inbound Conversations, Conversations Replied, and Median Response Time.
Conversations Heatmap: Shows when new conversations are created by day of week and hour of day.
Opened Conversations by Day: Shows conversations moved to Open over time.
Closed Conversations by Day: Shows conversations moved to Closed over time.
Inbound Conversations by Day: Shows new conversations started by contacts over time.
Conversations Replied by Day: Shows conversations with contact replies over time.
Median Response Time by User: A sortable table comparing median manual response time by user.
Step-by-Step: View Conversation Reports
Open Reports.
Select Conversations.
Choose the date range you want to review.
Select a time grouping, such as day, if available.
Apply user or channel filters if you want to narrow the report.
Review the summary cards to understand overall conversation activity.
Open Conversations Heatmap to see the busiest days and hours for new conversations.
Review the conversation charts to compare opened, closed, inbound, and replied conversations over time.
Open Median Response Time by User to compare team responsiveness.
Filter Conversation Reports
You can filter Conversation reports by:
Date range: Review conversation activity for a specific reporting period.
User: Limit the report to conversations assigned to one or more users.
Channel: Limit the report to one or more channels.
Time grouping: Change how chart data is grouped over time, where available.
The selected filters update the summary cards, heatmap, charts, and response time table.
Use the Conversations Heatmap
The heatmap helps you identify when new conversations are most likely to arrive. Darker cells indicate higher conversation volume.
Use the heatmap to:
Identify peak conversation periods.
Plan staffing around busy days and hours.
Understand whether inbound demand is concentrated during business hours or after hours.
Export heatmap data where available for further analysis.
Tips and Best Practices
Use Inbound Conversations to understand how often contacts are starting conversations with your team.
Compare Opened Conversations and Closed Conversations to understand whether work is being resolved at the same pace it is being opened.
Use Median Response Time to monitor customer wait time.
Review Median Response Time by User to identify coaching opportunities or workload differences.
Filter by channel when one inbox, number, or messaging channel appears busier than the rest.
Troubleshooting
Issue | Possible Cause | Fix |
The report shows no data | No conversations match the selected filters | Broaden the date range or clear user and channel filters |
A user does not appear in Median Response Time by User | The user may not have qualifying manual replies in the selected period | Expand the date range or check another user filter |
Median Response Time looks different than expected | Automated replies and replies sent more than a week later are excluded | Review manual reply activity for the selected period |
Heatmap activity looks low | The selected filters may limit the data | Clear filters or select a broader date range |
Opened and Closed Conversations do not match | Conversations can be opened and closed at different times | Compare the charts over a longer reporting period |