To begin with, let us define what is a contact and what is a conversation. Then, we will explain how they are counted up.
1/ Definition
- A contact is an exchange between a visitor and a respondent (advisor or bot). A contact can be made by chat or call. Thus, it corresponds to the visitor's first message until it is closed or paused.
- A conversation can include several contacts, especially if they have been transferred or snoozed*.
2/ How are they counted up?
As soon as a conversation is ended, snoozed or transferred, the number of contacts which has been made within this conversation is counted in the Activity report (Reports > Advanced reports). This conversation may have included several operators, but has been carried out with one same visitor.
Please note, however, that in order for the contacts to appear in the report, the conversation must first be closed.
For example, if a visitor starts a chat with an agent, then the agent transfers it to another agent, this amounts to two contacts for one same conversation (see image below, #visitor2).
A conversation may include one or more contacts when closed. However, if the visitor does not reply after the conversation has been paused, and the agent then decides to close it, this does not count as a contact.
*Snoozed = paused
3/ Why do unanswered contacts appear?
A conversation can include several contacts. Unanswered contacts may therefore appear if your advisors use the snooze function.
- After a long pause, it is common not to follow up with the visitor and to close the conversation if no further action is required.
- If the conversation comes back to the advisor after the pause and they close it without answering, this contact is counted as unanswered.
For more information, read our following articles on:
- The Conversations report
- The Activity report