Teams working within Salesforce Service Cloud through our widget have access to the vast majority of Analytics metrics: message and conversation volumes, first human response time within business hours, and more.

The following data points are not available for these agents:

• The "Processing Delay" page (Delays > Messages)
• The "Processing Delay per Conversation" page (Delays > Conversations)
• Metrics related to the On Hold, Help requests and Archive actions

Why? In this setup, Alcmeon hands off customer request management to Salesforce through Cases. The embedded widget only allows agents to view the conversation, reply, and moderate.

• Processing Delay cannot be calculated because Cases are created and assigned by Salesforce — Alcmeon has no visibility into when an agent actually starts working on a request.
• On Hold, Help requests, and Archive are not available in the widget because Salesforce provides equivalent functionality at the Case level.

In the vast majority of Alcmeon's statistics pages, the total displayed for a column differs from the simple sum of its individual rows. 

Let's illustrate with the following example results table:

If you sum the "Total processed conv." for January (41,249) and February (28,238), you get 69,487. However, the displayed total is 67,865, which is less than the sum.

41,249 represents the number of conversations with at least one message processed in January 2021.

28,238 represents the number of conversations with at least one message processed in February 2021.

The discrepancy arises because some conversations span across multiple time periods. For instance, a Message A from one conversation might have been processed in January, while another Message B from that same conversation was processed in February.

In such a case, that single conversation is counted as 1 in the January row and 1 in the February row. However, when calculating the overall column total, that conversation will only be counted once. This ensures that the displayed column total accurately represents the unique number of conversations.

Note 1: This applies to all column totals in this table.

Note 2: Similarly, the "Total processed conv." for a single row may not equal the sum of figures in other columns within that same row. This is because a single conversation can undergo multiple processing actions (e.g., it might be tagged, assigned, and then replied to).

This common question typically arises from a misunderstanding of the different date criteria used across the analytics pages.

For Incoming Flows, the main criterion is the "Date of receipt" while for Processed Messages, the main criterion is the “Date of action”.

It is therefore impossible to compare these figures, the differences can sometimes be considerable. Messages are frequently processed days, after their initial receipt date.

This applies to other pages. Always pay attention to the name of the date criterion displayed at the top left.

For the following analysis pages:

• Conversations with chatbots
• Personalized events

Data figures disappear when you look back beyond a certain period (e.g., several years ago). This is due to the anonymization of messages and user data, particularly driven by GDPR regulations.

For example, in an Alcmeon environment where the anonymization period is set to two years, statistics pages that rely on unique user IDs will no longer be able to calculate data beyond that two-year mark. 

There is no possible workaround to recover this old, anonymized data.

Team: This refers to the team the message was routed to at the moment an action was performed. For a "response" action, this is equivalent to "the team of the advisor who responded."

Team (current tag): This refers to the team the message is currently routed to.

The difference in these two criteria becomes significant if a message was, for instance, replied to by one team and then later routed to a different team. The statistics (such as "Volumes of messages processed" or "Response times") will vary considerably depending on which criterion you select.

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

This specific Analytics page is an exception among our various reporting pages. On this page, a conversation is designed to be counted only once across all days within the selected month.

If you select the month of June, and a single conversation has two messages answered (one on June 10th and another on June 13th) that conversation will only be counted on June 10th and not again on June 13th.

A consequence of this counting method is that the figures displayed for the most recent few days might fluctuate over time (but only over a short period of time) when you view the current month on this page.