Concierge report metrics

Consult the table below for a description of each of the rows you see in Concierge reports.

Column

Report availability

Description

Concierge Attributable Revenue

Performance

Revenue from Concierge Conversions

Concierge Outbound Messages Performance, Conversation, Support Count of all messages sent by agents
Conversations (All sources) Performance, Conversation, Support

Count of conversations (sessions) that were started in the date range. A conversation is started when both of the following are true:

  • A subscriber messages a Concierge agent
  • The message isn't part of an already existing conversation

Conversations automatically end 48 hours after last message received by subscriber.

Conversations (Campaigns) Conversation

Count of conversations that began with a campaign.

Conversations (Journeys) Conversation Count of conversations that began with a journey.
Conversations (Subscriber Initiated) Conversation Count of conversations that were initiated by a subscriber.
Conversations Resolved (%) Performance, Support Escalated conversations divided by total conversations.
Date Performance, Conversation, Support The date
Response Rate Performance, Conversation Conversations / Attentive Sends excl Concierge
Time Saved Performance, Support

Assumes 5 minutes saved per Concierge Outbound Message.

In hours: Concierge outbound messages * 5 / 60

Note that this is an estimate.

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