The Conversations report: volume and response time

📍 Where to find it: Reports → Conversations

The Conversations report shows, in charts, how your activity changes over time: number of conversations, incoming and outgoing messages, first response time, resolution time, number of resolutions and customer waiting time.

How it works

You choose a period and, if it's long enough, a grouping (by day, week, month or year). Madyis Hub then plots a curve or a bar chart for each indicator. Times (first response, resolution, waiting) are averages; the others are totals. A "Business hours" toggle lets you count only your opening hours.

Step by step

1. Open "Reports" then the "Conversations" tab.
2. At the top, choose the date range (last 7 days, last 30 days, custom range, etc.).
3. If the period is longer than 29 days, choose the grouping (Day, Week, Month) in the "Group by" menu.
4. If needed, turn on the "Business hours" toggle to measure only your opening hours.
5. Read each chart: Conversations, Incoming messages, Outgoing messages, First response time, Resolution time, Number of resolutions, Customer waiting time.
6. To keep a copy, click "Download conversation reports" at the top right.

Good to know

• The "First response time" measures how quickly a customer gets a first reply: it's often the most telling indicator.
• Hover over a point on a time chart to see how many conversations the average is calculated on.
• The "Business hours" toggle requires you to have set your hours in the relevant inbox settings, otherwise it has no effect.