The day, measured. Not the calendar.
The unit of work is not the date: it is the day you open. With no open day you cannot send or leave a note. When you close it, it is archived so you can compare.
Conext metrics come from that shift’s messages. There is no parallel dashboard, and no invented “yesterday” if you have not closed a day yet.
Opening and closing is a decision, not a cron job.
There is one open day per business. Provisioning opens the first so the inbox is not stuck on closed. Closing stores the time; the next shift opens a new one. Closed days sit in the bar, with how many messages came in.
With no open day, nothing sends and no notes are added. That is on purpose: the shift has a start and an end, and the metrics are computed on that block, not on “today” according to the clock.
The numbers come from the messages, not another dashboard.
Messages in the day, pending, automation percentage, time to first reply, activity by hour, how much the AI took and how much a person did. Change is measured against the last closed day. If you have not closed one yet, it does not invent a “yesterday”.
Only inbound messages count as customer activity. An outbound one is our reply. Unanswered inbound messages do not go into the average time: they are the pending ones, and they show separately.
In practice
- 1
You open the day
The inbox can send. The bar footer says so, with the time.
- 2
You handle it
KPIs are built from what comes in and what goes out. Nothing is typed in by hand.
- 3
You close it
It is archived. The next one is compared against this, not against a calendar day.
If the shop closes at 8 and Saturday is a fair, the CRM day is that shift, not the server’s 24 hours.
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