See the conversations behind a number

Which numbers open a list

• First response: the conversations that started in the period.
• Resolution time: the conversations resolved in the period, the longest first. Resolved lists the same conversations, the newest first.
• Conversations: every conversation the number counts.
• A day in the chart over time: the conversations that started that day.
• A bar in By status, By channel, By label or First response by inbox: the conversations of that group.
• CSAT: the ratings behind the score.
• An agent's count in the Conversations column of the Agents table: the conversations that agent worked on.

Article feedback opens no list.

What the list shows

• The title says how many conversations the number counts. The CSAT lists count ratings.
• The line under the title names what you clicked and in which block, for example By status: Open.
• Below it, a short line shows what the list holds: the period, each filter in force, the group of a bar you clicked and Calendar hours.
• Some lists add a line with the block's own numbers, for example "First reply after 14m on average, across 85 conversations with a reply."
• Each row shows the number and subject of the conversation, the contact, the channel, the status and who has it. On the right it shows the time that matters for this list, such as the first response or the resolution time.
• Where there is a choice, the menu above the rows sorts the list: Newest first, Longest wait first or Longest resolution first.
• The list loads 50 rows at a time. Show more loads the next ones.

A list behind a bar of By label adds a note at the bottom: Conversations with several labels count once per label in the bars.

Close the list and come back

Close the list with the ×, with Escape or with your browser's back button. While the list is open, the page address holds it. When you open a conversation from the list and go back, the list opens again, and a reload keeps it open.

Download the list

Download CSV in the footer saves every row of the list in one file, up to 100,000 rows. You see it if you are an administrator or your role has Export reports. See Exporting reports as CSV.

Who sees which conversations

A list follows the same rules as the board. Administrators see the whole workspace. Members see only the conversations assigned to them, as on the rest of Reports. See Who can see Reports, and what they see.

Frequently asked questions

Why does the list not match what I see in the inbox?

The list counts exactly what the number counts: the conversations of the period you picked, with your filters. The inbox lists what is there now, whenever it started. Open a row to jump to the conversation in the inbox.

Why does nothing happen when I click a number?

Not every number has a list. Article feedback opens none.

Are the times in the list in business hours?

No. The times in the rows are always calendar time, nights and weekends included. The list also says Calendar hours under its title.

Can a member see colleagues' conversations in a list?

No. A member's lists hold only the conversations assigned to them, just like their numbers.

Why is there no Download CSV?

Downloads need Export reports in your role. Administrators always have it. Ask an administrator to add it to your custom role.