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Overview report

Last Update: Oct 2024 • Est. Read Time: 3 MIN
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The Overview report helps you understand your customers' behavior and inbound volume. It is a collection of high-level information about your organization, where you can see traffic across all teams, a breakdown of which channels are getting the most traffic, and how much time you're spending resolving customer issues. 

Who can access this feature?
User typesManagers or users with custom permission set access to reporting can access this feature.


In this article

 To access the Overview report, go to Reporting, and then select Overview.

Comparison Over Time metrics

The following metrics are an overview of conversations during the selected date range.

The following metrics are shown:

  • Inbound Customers is the count of unique customers who sent in at least one message.
  • Inbound Conversations is the amount of inbound conversations created.

    Note: This metric uses the "directionType = initial-in" attribute to help denote the unique identifier for inbound messages that create a new conversation.

  • Average Conversation Handle Time is the cumulative amount of time spent by all users viewing all conversations, divided by the total count of conversations viewed. Viewing is defined as the time between a conversation object open event and a conversation object close event on a timeline.

    Note: Handle time metrics do not consider conversation status, so viewing conversations marked "Done" will count towards this metric. Additionally, if the same conversation is opened by an individual agent across multiple windows or tabs, each will have its own unique view events that will be included in the calculation.

    Average Conversation Handle Time = Total Conversation Handle Time / Total Conversation Count

    • Total Conversation Handle Time = Cumulative time that all conversations in the organization have been expanded within the application
    • Total Conversation Count = Count of unique conversations that have been expanded
  • Average Task Handle Time is the cumulative amount of time spent by all users viewing all tasks, divided by the total count of tasks viewed. Tasks are defined as any custom objects that can be assigned to users. Viewing is defined as having the task open on an active browser tab.

Conversations Received By Channel chart

This chart shows the count of conversations received during the selected date range broken out by channel.

Note: Multi-channel conversations will be counted once for each channel used. For example, a conversation that starts as chat but moves to email will increment both chat and email total counts by one.

Average Message per Conversation chart

This chart shows the average count of inbound and outbound messages per conversation.

Average Messages Per Conversation = Total Messages / Total Conversations GROUPED BY Conversation Direction

  • Total Messages = Count of all messages
  • Total Conversations = Count of all conversations
  • Conversation Direction = Direction of the conversation (ex. Inbound or Outbound)

Resolution Time chart

This chart shows the average duration between the conversation being created and the conversation being marked done. “First done” is the time until it was marked done the very first time. “Last Done” is always the last (most recent) time a conversation was marked done.

Resolution Time = (SUM(Conversation First Mark Done Time) - SUM(Conversation Created Time)) / Total Conversations First Marked Done

  • Conversation Creation Time = Time that a conversation is created.
  • Conversation First Mark Done Time = Time that a conversation is initially marked done.
  • Total Conversations First Marked Done = Conversations that incurred an initial mark done within the specified date range.

Metric calculations

Below, you'll find descriptions of the calculations for each metric, including the attributes used in their formation. These can be beneficial when rebuilding standard report metrics in your custom reports or referenced when building metrics or performing analysis outside the Kustomer platform with data sourced from our APIs or data services, such as Kinesis.

The Date Anchor is the attribute linked to the date range picker in each report's header. It determines whether or not any objects that fit the calculation criteria will appear in your chart or table.

MetricCalculationDate Anchor

Inbound Customers

distinct customer.id where the conversation.firstMessageIn is of type initial-inconversation.firstMessageIn.sentAt 

Inbound Conversations

distinct conversation.id where conversation.firstMessageIn is of type initial-inconversation.firstMessageIn.sentAt

AVG Convo Handle Time (Views)

sum of conversation_time.handleTime divided by distinct related conversation.idconversation_time.createdAt

Conversations Received by Channel

distinct conversation.id where the conversation.direction: in, grouped by conversation.channels

conversation.createdAt

AVG Messages Per Conversation (Inbound)

average of conversation.inboundMessageCount

conversation.createdAt

AVG Messages Per Conversation (Outbound)

average of conversation.outboundMessageCount

conversation.createdAt

Resolution Time - First Marked Done

average of conversation.firstDone.businessTime

conversation.firstDone.createdAt

Resolution Time - Last Marked Done

average of conversation.lastDone.businessTime

conversation.lastDone.createdAt