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Reports: New contacts and conversations
Reports: New contacts and conversations

Response times to your conversations and the performance of your agents

Wanda Polverini avatar
Written by Wanda Polverini
Updated over a week ago

This section is essential to understanding how and when your agents respond to your clients' inquiries. In addition, you will be able to understand how your teams work and which channels generate the most conversations, filtering by origin.

Zenvia Conversion considers a contact to be messages on WhatsApp, Facebook Messenger from the agent, calls (answered or rejected), emails, or SMS.

To access this report go to Reports.

First response time (median)

This box shows the time between creating a contact and the first response from the advisor. It lets you compare this number with previous periods. This metric shows the average time that a client waits from the first real contact, including the time that the agent is out of the office and automatic responses from a bot.

Response time (median)

This metric shows the response time of the consultant in general, calculating not only the first response but each time the agent answers. This metric includes time that is outside of business hours and responses from a bot. In other words, it shows the average real time that a client waits for a response.

NOTE: If you want to calculate the first response time and average response time excluding the time outside business hours (if you have it configured), see the Team Performance report.

Contact interactions

In this metric, you can find the amount of contacts that your team interacted, daily, during the selected period. Find more details in the help article.

Take into account that interactions are counted daily: If the agent interacted with a contact more than once each day, it will only count as one interaction. If an agent interacts with a contact more than once in different days, one interaction will be counted each day.

New Contacts

The total contacts that have been created, displayed by time period. This way, you can see which campaigns are performing best. This section includes all prospects that were created in the system.

NOTE: If you filter by group, you'll see leads that came into Zenvia Conversion directly to that group.

New conversations

This shows the conversations that were started with any contact within a period of time. A contact can have multiple conversations. If at least one action was taken within Zenvia Conversion during the period, the contact counts.

This metric allows the option to filter the channels through which conversations are initiated.

For a better understanding of what conversations are in Zenvia Conversion, we recommend the following article: "What are Conversations in Zenvia Conversion?"

Closed conversations

This shows the conversations that were closed in a given period of time.

Conversations are closed when the contact is closed/archived or transferred. Except for the closure reasons "Waiting for visit" and "Waiting for reminder". These two reasons do not close the conversation, but do "close the contact" until the respective reminder.


Here you can see the performance of your team by channel and make decisions based on it. You will be able to see the total number of contacts, how many of them were contacted and how many conversations were resolved. Plus, the table shows the total incoming leads by source, excluding any leads that were deleted.

NOTE: If you filter by group, you'll see only leads that are currently in the selected group.

Table Columns:

  • Source: Where the contact came from initially.

  • Contacts: Total contacts that came from this source.

  • Engaged: How many of these contacts your team responded to.

  • Closed: Number of contacts with closed conversations.

Busiest hours

It is a heat map that shows days and hours in which the greatest number of conversations were created. You can use this metric to better distribute your team's work hours.

NOTE: The heat map is not based on when contacts were created. Rather, it shows when the most conversations take place.

The information in each table is updated several times a day but doesn't update in real time.

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