Zinc Analytics Report Fields and Metrics
The Analytics tab in the Zinc administrative console gives administrators visibility into hotline activity, user accounts, messaging, broadcasts, conversations, and calls. Each report includes a filterable data table and summary metrics. Most reports also include one or two charts showing activity over time.
The following sections describe the columns, metrics, and charts available in each report.
Hotline Queue Overview
The Hotline Queue Overview report displays all requests received by one or more hotlines over a selected time frame. When a request is transferred, each hotline it passes through creates a separate row in the data table. A request that was never transferred appears as a single row. Click any Request ID to open the Hotline Request Details report for that request.
Data Table Columns
Column | Description | Details |
|---|---|---|
Request ID | Unique identifier for the request. | Clickable link. Click to open the Hotline Request Details report for that request. |
Requester | Email address of the person who submitted the request. | - |
Source Type | How the request arrived at this hotline. | Direct: Requester contacted the hotline directly. Chatbot: Transferred from another hotline by a chatbot during initial triage. Transfer: Transferred by a staffer from another hotline. Automation: Transferred automatically by a hotline automation rule. |
Hotline | Name of the hotline this row represents. A transferred request has one row per hotline it passed through. | - |
Transferred From | Name of the hotline that sent this request here. | Blank if the request was not transferred. |
Claimed By | Display name of the staffer who claimed the request at this hotline. | Blank if the request was not claimed at this hotline. |
Submitted At | Timestamp when the request was submitted. | Only populated when a chatbot handled the request immediately before it reached this hotline. |
Opened At | Timestamp when the request was opened at this hotline. | - |
Claimed At | Timestamp when a staffer claimed the request at this hotline. | Used to calculate Average Claim Time. |
First Response At | Timestamp of the first message sent by a staffer to the requester. | Indicates how quickly the requester received an initial reply. |
Last Interaction At | Timestamp of the last message sent by any person in the conversation before the request was closed. | Represents the final active moment of the conversation before closure. |
Closed At | Timestamp when the staffer closed the request. | Used to calculate Average Resolution Time. Blank when End Event is transfer. |
End Event | How this request ended at this hotline. | close: The request was closed at this hotline. transfer: The request was transferred to another hotline. |
Transferred To | Name of the hotline the request was sent to next. | Blank when End Event is close. |
Current Status | The live status of the overall request, regardless of filters or the selected time frame. | pending: Request has been opened but not yet claimed. active: Request has been claimed and is in progress. closed: Request has been closed. |
Summary Metrics
The following table describes the summary metrics displayed at the top of the report.
Metric | Description |
|---|---|
Pending Requests | Count of requests currently waiting to be claimed. Reflects the live state of the selected hotline(s), not the selected time frame. |
Active Requests | Count of requests currently claimed and in progress. Reflects the live state of the selected hotline(s), not the selected time frame. |
Closed Requests | Count of requests closed within the selected time frame. |
Average Claim Time | Average time, in minutes and seconds, between a request being opened and a staffer claiming it. |
Average Resolution Time | Average time, in minutes and seconds, between a request being opened and being closed. |
Charts
The following table describes the charts available in this report.
Chart | Description |
|---|---|
Requests Over Time | Time-series chart showing the total number of requests sent to the selected hotline(s) over the chosen time frame. Includes all requests regardless of source type. |
Requests by Staffer | Bar chart showing the total number of requests claimed by each individual staffer during the selected time frame. |
Request Lifecycle
The following table describes the stages a request passes through from submission to closure.
Stage | Timestamp column | What it means |
|---|---|---|
Submitted | Submitted At | Request enters the system. Only applies to chatbot-sourced requests. |
Opened | Opened At | Request is opened at the hotline and becomes visible to staffers. |
Claimed | Claimed At | A staffer claims ownership of the request. |
First Response | First Response At | Staffer sends the first message to the requester. |
Last Interaction | Last Interaction At | Final message from any person before the request is closed. |
Closed | Closed At | Staffer marks the request as closed. |
 | The Submitted stage only applies to requests handled by a chatbot before arriving at this hotline. For direct and staffer-transferred requests, the lifecycle begins at Opened At. |
Hotline Requests
The Hotline Requests report displays all requests received by one or more hotlines over a selected time frame, with one row per request. Unlike the Hotline Queue Overview, a transferred request appears only once in this report, not once per hotline it passed through. Click any Request ID to open the Hotline Request Details report for that request.
Data Table Columns
Column | Description | Details |
|---|---|---|
Request ID | Unique identifier for the request. | Clickable link. Click to open the Hotline Request Details report for that request. |
Source Type | How the request arrived at the hotline. | direct: Requester contacted the hotline directly. chatbot: Transferred from another hotline by a chatbot during initial triage. transfer: Transferred by a staffer from another hotline. automation: Transferred automatically by a hotline automation rule. |
Claimed By | The staffer who claimed and owned the request. | Blank if the request has not been claimed. |
Submitted At | Timestamp when the request was submitted. | Only populated when a chatbot handled the request immediately before it reached this hotline. |
Opened At | Timestamp when the request was opened in the hotline. Marks the start of the request lifecycle. | - |
Claimed At | Timestamp when a staffer claimed the request. | Used to calculate Average Claim Time. |
First Response At | Timestamp of the first message sent by a staffer to the requester. | Indicates how quickly the requester received an initial reply. |
Last Interaction At | Timestamp of the last message sent by any person in the conversation before the request was closed. | Represents the final active moment of the conversation before closure. |
Closed At | Timestamp when the staffer closed the request. | Used to calculate Average Resolution Time. |
Summary Metrics
The following table describes the summary metrics displayed at the top of the report.
Metric | Description |
|---|---|
Pending Requests | Count of requests currently waiting to be claimed. Reflects the live state of the selected hotline(s), not the selected time frame. |
Active Requests | Count of requests currently claimed and in progress. Reflects the live state of the selected hotline(s), not the selected time frame. |
Closed Requests | Count of requests closed within the selected time frame. |
Average Claim Time | Average time, in minutes and seconds, between a request being opened and a staffer claiming it. |
Average Resolution Time | Average time, in minutes and seconds, between a request being opened and being closed. |
Charts
The following table describes the charts available in this report.
Chart | Description |
|---|---|
Requests Over Time | Time-series chart showing the total number of requests sent to the selected hotline(s) over the chosen time frame. Includes all requests regardless of source type. |
Requests by Staffer | Bar chart showing the total number of requests claimed by each individual staffer during the selected time frame. |
Request Lifecycle
The following table describes the stages a request passes through from submission to closure.
Stage | Timestamp column | What it means |
|---|---|---|
Submitted | Submitted At | Request enters the system. Only applies to chatbot-sourced requests. |
Opened | Opened At | Request is opened at the hotline and becomes visible to staffers. |
Claimed | Claimed At | A staffer claims ownership of the request. |
First Response | First Response At | Staffer sends the first message to the requester. |
Last Interaction | Last Interaction At | Final message from any person before the request is closed. |
Closed | Closed At | Staffer marks the request as closed. |
| | The Submitted stage only applies to requests handled by a chatbot before arriving at this hotline. For direct and staffer-transferred requests, the lifecycle begins at Opened At. |
Hotline Request Details
The Hotline Request Details report provides a full event-by-event history of a single hotline request. Access it by clicking any Request ID link in the Hotline Requests or Hotline Queue Overview reports. A summary header appears above the event table with key identifying information about the request.
Request Summary Fields
The following table describes the fields in the request summary header.
Field | Description |
|---|---|
Request ID | The identifier for the request. |
Requester Name | The name of the person who submitted the request. |
Hotline Name | The name of the hotline the requester originally reached out to. |
Initial Outreach Date & Time | The date and time of the requester's initial outreach. |
Event Table Columns
The following table describes each column in the event history table.
Column | Description | Details |
|---|---|---|
Event Name | The name of the event that occurred. | - |
Timestamp | The date and time the event occurred. | - |
Performed By | The name of the person who performed the event. | - |
Current Hotline | The name of the hotline the request was associated with at the time of the event. | Reflects the hotline at that point in the request's journey. This column may differ from the initial hotline if the request was transferred. |
Current Owner | The name of the hotline staffer who owned the request at the time the event occurred. | Blank if the request had not yet been claimed or had no owner at the time of the event. |
Message Body | The text content of the message, for Message Sent events. | Only populated for Message Sent events when transcripts are enabled for the hotline. Blank for all other event types. |
Users
The Users report gives administrators a complete view of every user in the organization: their identity, Salesforce linkage, account status, and membership type. Bot accounts, including hotline bots and email delivery bots, are excluded from all data in this report.
Data Table Columns
The following table describes each column in the data table.
Column | Description | Details |
|---|---|---|
First Name | The user's first name. | - |
Last Name | The user's last name. | - |
Email Address | The email address associated with the user's account. Serves as the primary login identifier. | - |
Salesforce Username | The user's Salesforce username, when a Salesforce connection has been configured for their account. | Blank when no Salesforce account is linked. |
Salesforce User ID | The unique Salesforce system identifier for the user. | Blank when no Salesforce account is linked. |
Status | The user's current account status within the organization. | Active: User has accepted their invitation and signed in at least once. Invited: User has been invited but has not yet activated their account. Removed: User has been removed from the organization. |
Invited At | Timestamp of when the user was sent an invitation to join the organization. | - |
Activated At | Timestamp of when the user first signed in to Zinc, activating their account. | Blank for users whose status is Invited or Removed before activation. |
Removed At | Timestamp of when the user was removed from the organization. | Blank for users with Active or Invited status. |
Membership | Indicates whether the user holds a Primary or Secondary membership in the organization. | Primary: This organization is the user's home org. This membership type counts toward license consumption. Secondary: The user has been granted access to this organization in addition to their primary org. |
Last Message Sent At | Timestamp of the most recent message sent by this user in a hotline conversation. | Blank if the user has not sent any messages in a hotline conversation. |
Summary Metrics
The following table describes the summary metrics displayed at the top of the report.
Metric | Description | Notes |
|---|---|---|
Active & Primary Users | Total count of users who are both Active and hold a Primary membership. | Represents the number of licenses currently consumed by the organization. |
Active Primary Users | Count of users whose status is Active and membership is Primary. | Subset of the Active and Primary Users figure above. |
Invited Primary Users | Count of users whose status is Invited and membership is Primary. | These users have been invited but have not yet activated their account. |
Total Users | Total count of all Active and Invited users across both Primary and Secondary memberships. | Mirrors the total shown in the Users list in the admin console. |
Charts
The following table describes the charts available in this report.
Chart | Description | Filter behaviour |
|---|---|---|
Users Over Time | Stacked bar chart showing the cumulative number of users in the organization over time, starting from the organization's creation date. | Filters applied to the data table are reflected in the chart. Filtering to Primary users removes Secondary users from the chart data. |
| | Bot accounts of any type, including hotline bots, email delivery bots, and other system-managed accounts, are excluded from all data in the Users report. |
Messages
The Messages report gives administrators visibility into individual messages sent across the organization. It includes a filterable data table, a total message count, and a chart showing messaging volume over time.
Data Table Columns
Column | Description | Details |
|---|---|---|
Message ID | Unique identifier for the message. | - |
Sent By | Email address of the user who sent the message. | - |
Sent At | Timestamp of when the message was sent. | - |
Conversation ID | Unique identifier for the conversation the message belongs to. | - |
Conversation Name | Name of the conversation the message belongs to. | - |
Conversation Type | The type of conversation the message belongs to. | Official: A formally created group conversation. Ad Hoc: An informal group conversation. Hotline Request: A conversation created by a hotline bot for a request. 1:1: A direct message conversation between two users. |
Message Type | The format or type of the message content. | Examples include Text, Image, and Location. |
Message Body | The full text content of the message. | Only visible to admin users who have been granted permission to view message bodies. Blank for all other users. |
Summary Metrics
The following table describes the summary metrics displayed at the top of the report.
Metric | Description |
|---|---|
Total Messages Sent | Total count of all messages currently shown in the table. Updates in real time as filters are applied or removed. |
Charts
The following table describes the charts available in this report.
Chart | Description | Filter behaviour |
|---|---|---|
Messages Sent Over Time | Time-series chart showing the total number of messages sent over the selected time frame. | Reflects any filters applied to the data table. Filtered-out messages are excluded from the chart. |
Broadcasts
The Broadcasts report gives administrators visibility into every broadcast sent within the organization. It includes view and click rates for each broadcast where a link was provided.
Data Table Columns
The following table describes each column in the data table.
Column | Description | Details |
|---|---|---|
Broadcast ID | Unique identifier for the broadcast. | - |
Created By | Email address of the user who authored the broadcast. | - |
Created At | Timestamp of when the broadcast was first created. | - |
Delivered At | Timestamp of when the broadcast was delivered to recipients. | - |
Delivery Type | The urgency classification of the broadcast. | Urgent: Broadcast marked as urgent. Recipients may receive elevated notifications. Informational: Standard broadcast with no elevated urgency. |
Expired At | Timestamp of when the broadcast expired. | Blank if no expiration was set. |
Sent From Identity | The name displayed as the sender of the broadcast. | Either the organization name or the author's name. |
Title | The title of the broadcast. | - |
Attachment | File name of any file attached to the broadcast, including the file extension. | Blank if no attachment was included. |
Delivered Count | Number of users the broadcast was delivered. | - |
Viewed Count | Number of users who viewed the broadcast. | - |
View Rate | Percentage of recipients who viewed the broadcast. | Calculated as Viewed Count divided by Delivered Count. |
Link URL | The URL of any link included in the broadcast. | Blank if no link was included. |
Link Text | The display text of any link included in the broadcast. | Blank if no link was included. |
Clicked Count | Number of users who clicked the link in the broadcast. | Blank if no link was included. |
Click Rate | Percentage of recipients who clicked the link in the broadcast. | Calculated as Clicked Count divided by Delivered Count. Blank if no link was included. |
Status | The current delivery status of the broadcast. | - |
Summary Metrics
The following table describes the summary metrics displayed at the top of the report.
Metric | Description |
|---|---|
Total Broadcasts | Total count of all broadcasts currently shown in the table. Updates in real time as filters are applied or removed. |
Charts
The following table describes the charts available in this report.
Chart | Description | Filter behaviour |
|---|---|---|
Broadcasts Over Time | Time-series chart showing the total number of broadcasts delivered over the selected time frame, bucketed by their Delivered At timestamp. | Reflects any filters applied to the data table. Filtered-out broadcasts are excluded from the chart. |
Conversations
The Conversations report gives administrators visibility into all conversations taking place within the organization. Summary counts are broken down by conversation type, and a chart shows how conversation creation volume has changed over the selected time frame.
Data Table Columns
The following table describes each column in the data table.
Column | Description | Details |
|---|---|---|
Conversation ID | Unique identifier for the conversation. | - |
Title | The title of the conversation. | Displays an abbreviated summary of the participants' names when no title has been set. |
Type | The type of conversation. | Official Group: A formally created group conversation. Ad Hoc: An informal group conversation created on the fly. Hotline request conversations are not included in this type. 1:1: A direct message conversation between two users. Hotline Request: A conversation created by a hotline bot for a request. Other: A conversation that does not fall into any of the above categories. |
Hotline | Name of the hotline that uses this conversation as its queue conversation. | Blank if the conversation is not associated with a hotline queue. |
Created At | Timestamp of when the conversation was created. | - |
Created By | The user or system that created the conversation. | Displays the email address of the user who created the conversation, or the hotline bot name for hotline request conversations. |
External Record ID | The ID of the external platform record this conversation is linked to. | Blank if the conversation is not linked to an external record. |
External Record Name | The name of the external platform record this conversation is linked to. | Blank if the conversation is not linked to an external record. |
Guest Link Active? | Indicates whether the external guest access link for this conversation is currently active. | Yes or No. |
Guest Participants? | Indicates whether any external guest users have participated in this conversation. | Yes or No. |
Participant Count | Total number of participants in the conversation. | - |
Messages Count | Total number of messages sent in the conversation. | - |
Calls Count | Total number of calls made within the conversation. | - |
Summary Metrics
The following table describes the summary metrics displayed at the top of the report.
Metric | Description |
|---|---|
Total Conversations | Total count of all conversations currently shown in the table. |
Official Groups | Count of conversations whose type is Official Group. |
Ad Hoc Groups | Count of conversations whose type is Ad Hoc. Hotline request conversations are counted separately and are not included in this figure. |
1:1 Conversations | Count of conversations whose type is 1:1. |
Hotline Request Conversations | Count of conversations whose type is Hotline Request. |
Charts
The following table describes the charts available in this report.
Chart | Description | Filter behaviour |
|---|---|---|
Conversations Over Time | Stacked bar chart showing the number of conversations created over the selected time frame, broken down by conversation type. | Filters applied to the data table are reflected in the chart. Filtered-out conversations are excluded from the chart. |
Calls
The Calls report gives administrators visibility into all calls made within the organization. It includes a filterable data table, a total call count, and a chart showing call volume over time.
Data Table Columns
The following table describes each column in the data table.
Column | Description | Details |
|---|---|---|
Call ID | Unique identifier for the call. | - |
Started By | Email address of the user who started the call. | - |
Started At | Timestamp of when the call began. | - |
Conversation ID | Identifier for the conversation in which the call took place. | - |
Conversation Name | Name of the conversation in which the call took place. | - |
Conversation Type | The type of conversation in which the call took place. | official: A formally created group conversation. ad hoc: An informal group conversation. hotline request: A conversation created by a hotline bot for a request. 1:1: A direct message conversation between two users. |
Duration | The length of the call, displayed in minutes and seconds. | - |
Summary Metrics
The following table describes the summary metrics displayed at the top of the report.
Metric | Description |
|---|---|
Total Calls | Total count of all calls currently shown in the table. Updates in real time as filters are applied or removed. |
Charts
The following table describes the charts available in this report.
Chart | Description | Filter behaviour |
|---|---|---|
Calls Over Time | Time-series chart showing the total number of calls made over the selected time frame. | Reflects any filters applied to the data table. Filtered-out calls are excluded from the chart. |