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. |