List Of Customer Care Metrics
This article breaks down all Customer Care Metrics available in Statusbrew Reports. These metrics help you track how many messages and conversations your team is handling, how quickly they respond and close conversations, and the overall quality of interactions, as measured by ratings.
These metrics highlight areas for improvement to improve the overall customer experience through responsive support.
Avg Star Rating metrics is supported only for Google Business, Google Play, & App Store networks.
All Customer Care Metrics are calculated in the User Defined Timezone.
Metric Name | Description |
|---|---|
Message Count | The total number of messages received on your connected profiles (sent + received). |
Conversation Count | The total count of conversations started by new inbound messages, post comments, or business ratings, categorized by the date the conversation started. |
Conversation Close Count | The total number of conversations closed by team, categorized by the conversation's closure date. |
Conversation Close Time (Business Hours) | The time taken by the team to close conversations, categorized by the conversation's closure date (in business hours). |
Conversation Close Time (Calendar Hours) | The time taken by the team to close conversations, categorized by the conversation's closure date (in calendar hours). |
Conversation Reply Count | The total count of conversations a certain team member responded to, grouped by the date of the response. |
Conversation Reply Time (Business Hours) | The response duration for a conversation at any stage by the team, including the initial response, is categorized by the conversation's start date (in business hours). |
Conversation Reply Time (Calendar Hours) | The response duration for a conversation at any stage by the team, including the initial response, is categorized by the conversation's start date (in calendar hours). |
Contact Count | The total number of contacts created in your Statusbrew account. |
Avg Star Rating | The average star rating received on your connected profiles. |
Conversation Count vs Message Count
The key difference is that a conversation count counts communication by every threaded conversation, while a message count counts every message in that conversation thread as an individual.
For example, if a customer complains on X, and your team responds in that thread, this exchange would count as a single conversation.
The message count metric counts the total number of all individual messages sent or received within your social profiles during a specific time period.
In the example above, the customer's initial comment and your team's reply would each be counted as a separate message.
FAQs
Why is my Message Count lower than my Conversation Count?
If your Message Count is lower than your Conversation Count, check whether an Actor filter is applied to your report.
The Actor filter scopes Message Count to only messages sent by your team from the Engage inbox. It excludes all inbound messages from your audience or customers.
Remove the Actor filter to see the full message volume, both sent and received. Without the filter, Message Count will meet or exceed Conversation Count.
Can I see which conversations a specific agent closed without a reply?
Yes, using a custom report widget. Here's how to set it up:
Go to Reports and open an existing report or create a new one. Click Add widget and select Create a custom widget.
Configure the widget like this:
Visualization: Table chart
Metrics/Values: Conversation Close Count (SUM) and Conversation Reply Count (SUM)
Segment: Conversation
Date range: Set this from the report's date picker to control the time period
In the results, any row showing Conversation Close Count = 1 and Conversation Reply Count = -- (zero) was closed without a reply.
You can adjust the date range at any time from the report level without reconfiguring the widget.
You can download the report as a CSV and filter out the conversations that were closed without a reply.