How to Use the Conversation Health Dashboard

Overview and Purpose

The Conversation Health Dashboard helps managers monitor whether customer conversations are handled effectively. It provides visibility into incoming volume, open queues, conversations requiring action, response and resolution speeds, and team workload distribution

Data Counting Rule:

• Scorecards count conversations by unique contact per message date (a person reaching out across two separate days counts as two conversations).
• Popup Lists display unique people/contacts (each contact appears once, with a Conversation Count column showing their total conversation-days).

Dashboard Filters

Refine dashboard metrics using the global filter bar:

Filter	Description
Date Range	Limits results to conversations occurring within the selected dates (also checks closed dates for concluded chats).
Owner	Filters conversations assigned to a specific team member.
Instance	Limits data to a selected WhatsApp or messaging instance.
Status	Filter by Open (latest conversation is not concluded) or Closed (latest conversation is concluded).
Attention	Filter by Required (require_attention = yes) or Not Required (require_attention = no).

Key Performance Scorecards

Total Conversations

• Description: Total conversations started within the selected date range.
• Calculation: Counts each unique chat contact per message date (the same contact starting chats on two different days counts as 2).
• Popup View: Lists unique contacts with a Conversation Count column indicating how many conversations each person contributed.

Open

• Description: Number of unique chat contacts whose latest conversation remains open.
• Calculation: Counted when the latest conversation status is not marked as concluded.
• Subtitle: Displays the count of conversations closed within the selected date range under standard closure rules.

Require Attention

• Description: Total unique chat contacts flagged as needing intervention.
• Calculation: Counted strictly when require_attention = yes.
• Subtitle: Shows the total count of no-reply conversations in the date range.
• Popup View: Displays the list of flagged contacts requiring attention.

Median First Response

• Description: Typical time taken to send the first reply following an inbound message.
• Calculation: Identifies the first inbound message in the range for each contact, finds the first reply sent after it, calculates response time per contact, and takes the median value.
• Outlier Protection: The median metric ensures a single delayed response does not distort overall performance.
• Subtitle: Shows the Human median response time, calculated exclusively from manual replies sent by agents.
• Popup View: Displays a reference list of related unique chat contacts.

Median Resolution

• Description: Typical time required to resolve and close conversations.
• Calculation: Identifies conversations concluded in the date range that had at least one outbound reply, calculates the duration from contact creation to close time, and takes the median value.
• Subtitle: Confirms calculation is based only on conversations concluded under closed conversation rules.

Visual Trend Charts

Conversation Volume Trend

Displays daily activity across three metrics:

• Created: Unique contacts sending an inbound message on that day.
• Replied: Unique contacts receiving an outbound reply on that day.
• Closed: Unique contacts concluded on that day (must be the latest status, concluded within the range, and contain at least one outbound reply).

Note: Replied can be higher than Created if agents reply today to conversations initiated on previous days.

Open Queue Aging

Categorizes open contacts into age brackets based on their inbound message date:

• Under 15 minutes
• 15 minutes to 1 hour
• 1 to 4 hours
• 4 to 24 hours
• Over 24 hours
• Tooltip Label: Marked as Unique Open Contacts to signify it counts distinct individuals, not conversation occurrences.

Closure Trend

Compares daily opening and closing activity:

• Opened: Matches the daily Created count.
• Closed: Matches the daily Closed count (concluded, latest status, at least one outbound reply).

Owner Workload

Breaks down workload by assigned team member:

• Open: Unique open contacts assigned to the owner.
• Overdue: Unique open contacts where more than 5 minutes have elapsed since creation.
• Closed: Unique contacts concluded within the date range that had at least one reply.

Note: Totals may differ from the Total Conversations scorecard because this chart tracks unique contacts, while the scorecard tracks contact-plus-date combinations.

Action Tables

• Oldest Open Conversations: Displays open conversations sorted by age (oldest first). Lists contacts with inbound messages in the date range whose latest status is still open, helping managers clear long-pending issues.
• No Reply Conversations: Lists contacts who sent an inbound message within the date range but have not yet received a reply, highlighting waiting customers.

Popup Details Reference

Clicking any scorecard or chart data point opens a detailed contact popup with the following fields:

• Contact: The prospect or customer contact record.
• Owner: The assigned agent or team member.
• Channel: The detected communication channel.
• Conversation Count: The total number of conversation-days the contact contributed in the selected range.
• Latest Message: Timestamp of the most recent activity.
• Queue Age: Elapsed time the conversation has spent in the open queue.

Diagnostic Reference Guide

Metric Pattern	Operational Insight
High Total Conversations	Increased customer inquiry volume during the selected date range.
High Open Count	High number of contacts remaining unresolved or uncompleted.
High Require Attention	High number of contacts flagged for managerial or agent intervention.
High Median First Response	Customer wait times for initial replies are longer than usual.
High Median Resolution	Conversations are taking longer to reach final closure.
Queue Aging > 24 Hours	Open conversations are remaining unresolved for extended periods.
Uneven Owner Workload	Workload is disproportionately distributed across agents.
Active No Reply Rows	Customers have messaged and are waiting for an outbound reply.