Summary/Agents:

What counts as an activity?

The Summary panel, unlike the other reports shows information 100% in real time. Activities are any "operation" that is performed with a contact, message, call, transfer, creation, note, quote, appointment, etc.

Contacts made today: what are they?

This is the action of claiming/assigning: removing contacts from "unassigned" to have them in the appropriate folder.

Wait time: how is it calculated?

From the time the prospect entered or returned until they were claimed or assigned.

Does it count working hours?


New contacts and conversations

New conversations: what is a conversation?
The New contacts and conversations report filters by the period for which the contacts generated "actions/operations", whether they are messages, transfers, notes, etc. If at least one action was taken within Sirena during the period, the contact counts.

New conversations

This counts how many conversations were initiated with any contact, old or new, within the filtered period.

Closed conversations: when is a conversation considered closed?

This metric works the same way as open conversations, but for closed conversations. 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.

Sources tab: Why don't New contacts always match the new contacts on the Origins tab?

New contacts on the panel includes all contacts created. The table includes the number of new contacts currently. Contacts may have been deleted, and therefore there are fewer on the table.

Other notes about New contacts and conversations

Sources Table:

  • Opened: number of times there was a "first response time."

  • Closed: no open conversations

Heat map:

Number of open conversations by hour.

Dashboard cohort: actions taken regarding prospects/contacts within the filters.


Team performance

First response time: How is it measured in Shark Tank mode? When does it start counting?

From the creation of the contact or from when they send a message and open a new conversation.

Total conversations: What are they? What does the report count?
Number of conversations between agent/group and their contacts within the filters.

Closed conversations: what counts as a closed conversation?
This metric works just like open conversations, but for closed conversations. Conversations are closed when the contact is closed/archived or when it is 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.

Response time by hour: does this refer to time to first response or response time?

It refers to pairs (message and response), or in other words, response time. It does not refer to first response.

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