Need a "Currently Engaged" Metric vs. "Has at Some Point Engaged"
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Justin Prinzbach
Right now our reporting can tell us if a customer has ever engaged with us, but not whether they're engaged right now. Those are two very different signals — a customer who messaged us 3 weeks ago and one who messaged us 10 minutes ago both show up the same way, and that's a problem when speed-to-lead is everything.
Request: a report metric (or dashboard filter) that flags customers who have engaged within a rolling, configurable time window — e.g. "engaged in the last 24 hours," with the ability to adjust that window. This would let teams instantly separate hot, active conversations from stale ones and prioritize follow-up accordingly. It would also allow us to know how many active conversations are happening with responsive customers.
Shelby Parker
Thanks for raising this, Justin Prinzbach — totally hear you on the difference between “ever engaged” vs. “currently engaged,” especially when speed-to-lead is critical. This is really helpful context, and I’m sharing it with the team so we can evaluate a rolling, configurable “engaged in the last X hours/days” metric or filter. If we need any additional details on your ideal time windows or how you’d use this in reporting, I’ll follow up.
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Justin Prinzbach
Shelby Parker thank you for taking a look into this! It will be a valuable asset for measuring customers.