Count of conversations in a status over time

Value: Allow managers to understand how the volume of work in their team's backlog is fluctuating.

Implementation: replace the "open at start" and "open at end" metric to:

• Allow custom statuses and status categories (open and waiting)

• Reflect accurate numbers despite of conversation segments

We must first deprecate the segments before introducing this feature.

For context, there's currently no real way to know exactly how many conversations were open at a certain date in the past. Any number you see in the report is inaccurate, because of the way we count segments. To give an example:

• a new inbound creates a new conversation

• nothing happens for a few days

• on day 5, the conversation segment is closed. At this point, the conversation is in an open state.

• on day 6, the teammate replies and resolves the conversation

• now the conversation is counted twice, one for each segment.

  • The first segment is open - and will always stay opened

  • the other is resolved.

As a result, the Analytics don't match what users see in the inbox: the conversation is closed the inbox, but appears open in Analytics (because the first segment ended in an "open" state)