We have been making further updates to the loading performance of the tool, and we are happy to announce that we will now persist Facebook Insights Conversations. The data will be refreshed every 6 hours. Persisting this data source gives us two new columns to analyze:
folder - The folder in which the conversation is located (Inbox, Other, Pending or Done).
unreadMessageCount - Number of unread messages in the conversations.
These two columns have been added to our default metrics in Discover, Private Conversations Table and Conversations Key Metrics Table.
We also have five other columns that will help get a better overview of your pages customer care. They are: secondResponseTime, secondTimeToRespond, secondPageReply, messages, and participants. The first three columns were implemented to ignore the automatic response that some Facebook pages have set up.
secondResponseTime - Holding the full date and time information when the second reply by the Facebook Page was sent.
secondTimeToRespond - The time from the creation of the initial user message until the second reply of the Facebook Page in seconds.
secondPageReply - The contents of the second reply by the Facebook Page.
messages - List of all messages in the conversation.
participants - People and Pages who are on this conversation.
If you wish to have a custom metric with the above columns feel free to reach out to us via live chat or firstname.lastname@example.org.