Hey @Malcolm-M , when two conversations are merged only one continues to be treated as a conversation. This is propagated through to Analytics, so in your example after merging two conversations prior to closing, the result would be 9 new conversations and 9 closed.
... View more
Hey @Mark_Hackett, welcome to the Lithium Community! I'm happy to help answer any questions you have regarding LSW Analytics.
Think of a n LSW "Conversation" as the equivalent of a customer support “case” or “ticket” - it's the dialog between the customer and the brand in order to resolve an issue or answer a question. This means that a conversation may be composed of multiple incoming posts from the customer and multiple responses from an agent. "Responses" are the replies that an agent is sending to a customer.. and as previously mentioned, it's not uncommon to have more than one agent response within a conversation. Here are some additional resources on LSW terminology and Analytics graphs/metrics that you may find useful.
Regarding your question on measuring "Contacts per hour", are you looking to understand the total number of times an agent contacted/responded to a customer? If that is the case, you should use the Total Responses metric. If not could you provide a little more detail on what your looking for so I can recommend the right metric(s) to look at?
To see historical data, we have a number of exports available in Analytics that allow you to go back up to 18 months. You can learn more about our exports and how to access them here.
Hope this helps, please respond back with any additional questions you have!
... View more
Hey @Claudius , in order to provide the best experience and support all device sizes, we've custom designed and built mobile analytics within the LSW Mobile App (for both iOS and Android). If you're looking to view your analytics dashboards on a tablet or larger screen device, you can continue to use the web app which does support tablet resolutions. You can find lot more details on the mobile analytics experience on this thread: https://community.lithium.com/t5/LSW-Analytics/Mobile-Shared-Dashboards-Coming-Monday-February-22nd-afternoon/gpm-p/215279
LSW as a whole does work in IE 11, but it hasn't been fully tested on Edge so we can't claim to fully support that browser yet. Have you noticed issues when using it?
In terms of notifications thresholds for analytics, I'm happy to report that we do now have analytics alerts for two shared dashboards widgets: Incoming Posts and Responses Meeting TAR SLA. When adding the widget, you can define the threshold that will trigger the alert/notification. More information on that feature can be found here: https://community.lithium.com/t5/Shared-Dashboards-and-Monitor/Set-up-real-time-alert-notifications-for-shared-dashboard/ta-p/204145
... View more