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:
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. |