Understanding Conversation Information in SalesIQ

Conversation Info

The conversation Information provides detailed insights about a chat session, including when the chat started, who handled it, and response metrics.

Basic Details

Thread ID

A unique identifier assigned to each chat session. This ID helps track and reference a specific thread in the conversation.

Initiated At

The date and time when the conversation started. This indicates when the visitor first initiated the chat.

Brand

The brand under which the chat was initiated. Helpful for organisations managing multiple brands.

Department

The department to which the chat was routed. This shows which team handled the conversation.

Operator Information

First Agent Attender

The first operator who accepted the chat.

Last Agent Attender

The last operator who handled the chat before it ended.

Note: If both are the same, the conversation was handled by a single operator.

First Agent Attended After

The time taken for the first operator to accept the chat after it was initiated. This indicates how quickly an operator picked up the chat.

First Agent Attended Time

The exact time when the first operator accepted the chat.

Bot Information

These fields appear only when a chatbot is involved.

Bot Picked After

Time taken for the bot to pick up the chat after initiation.

Bot Attended Time

The time when the bot started handling the chat.

Bot Duration

Total time the bot handled the conversation.

Bot Transfer Time

The time when the bot transferred the chat to an operator.

Note: If no bot handled the chat, these fields will show "-".

Queue Information

These fields appear when chats enter a queue before being assigned to an operator.

Queue In Time

The time when the chat entered the queue.

Queue Out Time

The time when the chat left the queue.

Queue Duration

Total time the chat waited in the queue.

Note: If the chat was assigned immediately, these fields will show "-".

Missed Chat Information

Missed Time

The time when the chat was marked as missed.

Missed Reason

Reason why the chat was missed.

Note: If the chat was attended successfully, these fields will show "-".

Response Metrics

Conversation Duration

Total time from chat initiation until the chat ended. This indicates how long the conversation lasted.

First Response Time

First Response Time is the time taken by the operator to send the first reply after accepting the chat.

It measures how quickly the operator responds once the chat is assigned.

Formula

First Response Time = First Operator Reply Time − Chat Assigned Time

This metric helps measure operator responsiveness after the operator picks up the chat.

Example:

Chat accepted at 03:05:00 AM

First reply sent at 03:05:10 AM

First Response Time = 10 seconds

Average Response Time (ART) Calculation

Chat Average Response Time (ART) is the time difference between the visitor’s first message and the operator’s first reply.

The ART is calculated by averaging all individual response times across chats handled by human operators.

How is ART calculated?

Calculation starts from the visitor’s first message to the operator’s first reply.

Metrics Considered

Only human operators are considered.
Only manually sent operator messages are included.

Examples:

Manual typing
Canned responses

If a chat is transferred, response time is calculated from the time the transfer is accepted.
If a message is edited, the original message time is used.

Excluded from ART Calculation

The following are not included in the ART calculation:

Bot replies
Automated or welcome messages
System-generated messages
Whisper/Assist messages
Deleted messages
Call-only interactions (no messages exchanged)

Example Calculation

Response	Visitor Message Time	Operator Reply Time	Response Time (secs)
1	4:48:20	4:48:40	20
2	4:49:19	4:51:41	142
3	4:51:58	4:57:08	310
4	4:57:30	4:58:04	34
5	4:58:48	4:59:50	62

Total Response Time: 568 seconds
Average Response Time (secs): 113.6 seconds
Average Response Time (mins): 1 min 53 sec

Recent Email Sent On

The date and time of the last email sent to the visitor.