The Monthly Statuses report shows how your conversations are progressing, month by month: how many are still being worked, how many finished, and how many were lost to a timeout, an abandoned chat or a block.
Running the report
- Open Reports from the main menu. In the left-hand menu, under Reports, click Monthly Statuses.
- Click the date range at the top of the page and choose your dates. The globe menu beside it sets the time zone, which starts on your ministry's own.
- Click Sources and choose the conversation sources to include. The number beside it shows how many are chosen.
- Optional: click Permission Sets to count only conversations that someone in those sets claimed. Leave it empty to include everyone.
- Use the switch to choose Created At or Closed At. Created At places a conversation on the day it started. Closed At places it on the day it closed, so conversations that are still open are not counted.
- Click Run Report on each card you want to see. A card does not load until you do, and the button stays gray until you change a filter.
Larger date ranges can take a little while. Reports that are still being built are listed under Queue at the bottom of the left-hand menu, which reads "All Reports Finished Loading" when none are waiting.
Monthly Conversations by Status
A line chart and a table with five rows and one column for each calendar month. Each cell is the number of conversations in that status for that month.
What the measurements mean
| Status | What it means |
|---|---|
| Active | Claimed by a responder and open in their active conversations. |
| Closed | Ended, with an outcome submitted. |
| Timeout | Reached the end of the time available for a response before it was responded to. This applies to channels that have a response window, such as chat, Facebook, Instagram and WhatsApp. |
| Abandoned | The seeker left before a responder could pick up. This is mostly a live chat status. |
| Blocked | A responder ended the conversation by blocking the seeker. |
Things to know
- Only these five statuses have a row. Conversations that are waiting in the inbox, selected but not yet claimed, or hidden are in none of them. The full list of statuses is in Status and Outcome reports.
- Every column is a whole calendar month, even when your dates cover only part of the first or last month.
- The status is the one a conversation has now, not the one it had during that month. A conversation counted as Active last month and closed since then shows as Closed in last month's column.
- For the outcome each closed conversation received, use Monthly Outcomes.
Most cards also carry two small icons beside the title. The star pins the card to your Dashboard. The download icon saves the card as a CSV file, or as XLSX if your download preference is set to XLSX.