# Conversations

#### Conversations Analytics displays the following:

**"Conversations" chart** displays the amount of conversations which were solved during a particular period of time selected by clicking "Filter".

**"First response time" chart** displays the time agents need to give the first response to the clients. 

**"Resolution time" chart** displays the time agents need to solve the conversations. The time is counted from the moment a conversation goes into "Unassigned" till the moment it goes into "Closed".

**"Messages" chart** displays the whole amount of messages sent by agents and groups. The messages in closed conversations are counted only.

**"Response time (excluding first response time)" chart** displays the time an agent spends on giving a response in an active conversation. 

**"Conversations by issues" chart** displays the issues with which the clients contact Customer Support Center. Click "Settings" to customise conversations issues.

{% hint style="info" %}

## **NB!**

**Conversation** is a messaging request from a client. It's considered active from the moment it goes into "Unassigned" till the moment it goes into "Closed". Conversation should include at least 1 client's and 1 agent's messages. Notes aren't included. 

**Is it possible to view analytics of working and non-working hours separately?** 

You can customise the parameters in "Group settings" to view analytics of working and non-working hours separately.

\
Click <img src="/files/-LZd2TYPvQoEPELQ7vEy" alt="" data-size="original"> to download csv-file with data analytics.
{% endhint %}


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