Understanding Messages, Segments and Conversations
Before reviewing your dashboards, it’s helpful to understand what Captivated is counting. Reports that appear similar may show different numbers because they’re measuring different types of activity.The key difference: The General Dashboard primarily reports on messages and conversation threads, while the Conversations Dashboard reports on conversation sessions and transfers. Because they measure different activity, numbers between the two dashboards are not expected to match.
General Dashboard
The General Dashboard provides an overview of your organization’s messaging activity and current conversation workload.
Messages per Channel
View messaging activity for each of your Channels during the selected date range. Use the dropdown to view:- Messages – individual inbound and outbound texts
- Segments – the SMS billing units associated with those messages
Currently Queued Conversations
View the number of conversations currently waiting in each Queue for an operator to take them. This is a live snapshot of what’s waiting right now, so the selected date range does not apply. A higher number may indicate that conversations are waiting to be taken by your team.Open Conversations
View each User’s currently open conversations. This report includes:- Open – conversations currently assigned to the User that haven’t been completed
- Unanswered – open conversations where the customer is waiting for a response
An open conversation isn’t necessarily unanswered. A User may have already replied but simply hasn’t completed the conversation.
Outbound
View the amount of outbound messaging sent by each User during the selected period. Use the dropdown to switch between:- Messages
- Segments
Initiated Conversations
View the number of conversations each User initiated by sending the first message. For example, if a User sends five messages within the same conversation, those messages count individually under Outbound, but the conversation only counts once under Initiated Conversations.Google Review Requests
If your organization uses Captivated’s Google Review feature, you can view review requests sent by each User and how many recipients opened the request. Sent shows review requests sent, while Opened indicates that the customer clicked the review link.An opened request does not necessarily mean the customer submitted a review. Use the Reviews Dashboard to review completed ratings and additional review activity.
Conversations Dashboard
The Conversations Dashboard focuses on how your team handles customer conversation sessions, including response times, completion activity, and transfers.The Conversations Dashboard measures conversation sessions, not individual messages or ongoing conversation threads. Internal Team Chats are not included in these metrics.
Conversations Sessions that began in the Queue during the selected date range
Avg. Time to Take Average amount of time before an operator took the conversation Avg. Response Time Average amount of time before the first User response Avg. Duration Average amount of time until the conversation session was completed This report should not be compared directly with Currently Queued Conversations on the General Dashboard. Currently Queued is a live count of conversations waiting right now, while Conversations by Queue reports session activity over a selected period. Conversations Completed by User View how many conversation sessions each User completed during the selected period. Completion credit goes to the User who completed the conversation, which may not necessarily be the User who sent the most messages or originally handled the conversation. Open conversations are not included in the completed count.Transfers by User
View conversation transfer activity by User, including:- Number of transfers received
- Number replied to
- Number transferred again
- Number completed
- Average reply time
- Average transfer time
- Average duration
Why Don’t My Dashboard Numbers Match?
Some Captivated reports may look similar but measure different activity.Workflows Dashboard
If your organization uses Workflows, the Workflows Dashboard allows you to view where contacts currently are within your workflows as well as historical workflow activity. If you have multiple workflows, use the dropdown to select the workflow you’d like to review.Current States
Current States shows how many contacts are currently in each state of the selected workflow. This can help you identify where contacts are within your process and spot areas where contacts may be accumulating. Because Current States represents what is happening right now, it does not use a date range. Hover over a state to view the number of contacts currently in that state.Summary
The Summary shows how many contacts entered and exited the workflow during your selected date range. The chart also shows which workflow state contacts were in when they exited the workflow.
Payments Dashboard
If your organization uses Express Pay, the Payments Dashboard allows you to review payment requests and transactions. Navigate to Dashboards → Payments. You can:- Select a date range
- Filter payments by Paid, Unpaid, Canceled, or Failed
- Search by payment reference number
- Open the related Captivated conversation
- Initiate a refund
- Download payment information to CSV
Transactions
Select the Transactions tab to view, filter, and download transactions by type. Select the conversation icon next to a transaction to open the corresponding Captivated conversation. If a transaction you’re looking for isn’t displaying, select Resync to load the latest transaction information.