How are CQL's calculated on the Dashboard?

We are constantly updating how we report metrics back to you so that you can get the maximum use from Drift! The area that we will cover in this post is how CQL's are calculated on the Dashboard.

Previously: We counted every CQL score assignment as 1 CQL in this metric. This meant that if a conversation was marked with ⚡️⚡️ and changed it to ⚡️⚡️⚡️, this counted as 2 CQLs.

Now: Conversations can only count as 1 CQL total, no matter how many times that score was applied. 1 conversation = 1 lead, so the report reflects that now.

CQL Score

Before: We counted every CQL score assignment as 1 CQL in this metric. This meant that if a conversation was marked with ⚡️⚡️ and changed it to ⚡️⚡️⚡️, this counted as 2 CQLs.

Now: Conversations can only count as 1 CQL total, no matter how many times that score was applied. 1 conversation = 1 lead, so the report reflects that now.

Conversations

Previously: A conversation's "time," i.e. where it shows in your timeframe filtering, was decided by the timestamp of the first message sent in it, whether it be from the bot, from an agent, or the end-user.

Now: The conversation's "time" is decided by the timestamp of the end user's first response.

Overall, this should have a minimal effect on your CQL total but maybe noticeable for lower volume customers, especially because of the recalculation of which conversations are counted in "this month," "last month," etc. As always, if you have a question, chat us up down below!

Have more questions regarding CQL's? Feel free to pop your questions below!

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