In the vast majority of Alcmeon's statistics pages, the data table displays a column total that is different from the sum of the rows in that column.

Let's take for example this results table:

In the "Total processed conv." column, we have the sum of the 2 lines for January and February: 41249 + 28238 = 69487 which is less than the total displayed 67865.

41249 is the number of conversations with at least one message processed in January 2021.

28238 is the number of conversations with at least one message processed in February 2021.

Some conversations were spread out over time, so that message A from one conversation may have been dealt with in January and another message B from that same conversation in February.

A conversation in this case therefore counts as 1 in January and 1 in February. However, it will count as 1 in the column total: we do not count it twice. This ensures that the total displayed corresponds to a number of conversations.

Note 1: Same for all column totals in this table

Note 2: The same applies to the "Total processed conv." of a row, which is not equal to the sum of the figures in the other columns of that row. Indeed, a conversation may have been processed with several of these actions. For example, tag positioned + assigned + replied.

This type of question usually comes down to a misunderstanding of the statistics pages being studied, and more specifically the dates involved.

For example, for inbound flows, the main criterion is the "Date of receipt", while for processed messages, it is the "Date of action". It is therefore absolutely impossible to compare these figures, and the differences are sometimes considerable! Indeed, messages are sometimes processed several days after their receipt.

Other pages are in this case, you have to pay attention to the name of the date criterion at the top left.

For the following analysis pages:

• Conversations with chatbots
• Personalized events

Indeed, if we look at statistics from several years ago, we see that there are no more figures. This is due to the anonymization of messages and users (particularly due to GDPR regulations). For example, for an Alcmeon environment where the anonymization period is set to two years, the statistics pages containing unique users use each user's ID. After two years, these IDs disappear and the statistic becomes impossible to calculate.

There is no possible workaround to recover this old data.

Team = The team the message was routed to when the action was performed. For a response action, this is equivalent to "the team of the advisor who responded."

Team (current tag) = The team the message is currently routed to.

So, in the case where a message was replied to by one team, then routed to another team, the difference in the calculation of statistics (such as Volumes of messages processed, or Response times) is significant depending on whether you select one or the other of these two criteria.

In 99% of cases, we recommend using the “Team” criterion.

This page is an exception among our Analytics pages: a conversation is only counted once across all days of the selected month.

If I select the month of June, for a conversation with 2 messages answered on June 10 and June 13, the conversation will only be counted on June 10 and not June 13.

One consequence of this is that the figures for the previous few days may vary over time (but only over a short period of time) when viewing the current month on this page.