Analytics Glossary Category

Analytics Glossary
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  • Customer reply rate (%)

  • Message templates sent

  • Messages with templates

  • Messages with SLA

  • SLA achievement (%)

  • Active teammates

  • Satisfaction score (avg)

  • Satisfaction score (%)

  • Tag duration (avg)

  • Removed this period

  • Added this period

  • Conversations with tag changes

  • Conversations in breach at end

  • SLA breaches

  • Closed workload

  • New workload

  • Touched conversations

  • Total reply time (avg)

  • SLA warnings

  • SLA breach time (avg)

  • Reply time (avg)

  • Replies sent

  • Reopened conversations

  • Reaction time (avg)

  • Open at start