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Analytics Glossary

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Satisfaction score (avg)
Term name Satisfaction score (%) Purpose Track the overall satisfaction of your customers with your product or service. For more information, refer to the CSAT guide Definition Average survey…
- 1 mth ago
- 41
- Analytics Glossary
Satisfaction score (%)
Term name Satisfaction score (%) Purpose Track the overall satisfaction of your customers with your product or service. For more information, refer to the CSAT guide Definition Percent of survey…
- 2 mths ago
- 161
- Analytics Glossary
Tag duration (avg)
Term name Tag duration (avg) Purpose Track specific processes where tags are not there to stay, similar to SLA breaches. Example use case: Your team tracks work in stages from Quote to Order…
- 3 mths ago
- 41
- Analytics Glossary
Removed this period
Term name Removed this period Purpose Track specific processes where tags are not there to stay, similar to SLA breaches. Example use case: Your team tracks work in stages from Quote to Order…
- 3 mths ago
- 13
- Analytics Glossary
Added this period
Term name Added this period Purpose Track specific processes where tags are not there to stay, similar to SLA breaches. Example use case: Your team tracks work in stages from Quote to Order Complete.…
- 3 mths ago
- 15
- Analytics Glossary
Conversations with tag changes
Term name Conversations with tag changes Purpose Track specific processes where tags are not there to stay, similar to SLA breaches. Example use case: Your team tracks work in stages from Quote to…
- 3 mths ago
- 26
- Analytics Glossary
Conversations in breach at end
Term name Conversations in breach at end Purpose Track how many conversations are still in SLA breach at the end of the time period of a report. Example use case:…
- 4 mths ago
- 23
- Analytics Glossary
SLA breaches
Term name SLA breaches Purpose Track conversations where you were too slow in getting back to your customers. Example use case: Check how often breaches occur,…
- 3 mths ago
- 105
- Analytics Glossary
Closed workload
Term name Closed workload Purpose Track workload that has been completed. Example use case: See all conversations where attention is no longer required,…
- 4 mths ago
- 106
- Analytics Glossary
New workload
Term name New workload Purpose Track new workload to be tackled. Example use case: See additional conversations that required attention each day, whether they were new, reopened,…
- 4 mths ago
- 119
- Analytics Glossary
Touched conversations
Term name Touched conversations Purpose Measure collaboration and contribution by looking at all conversations where your teammates helped in some form,…
- 4 mths ago
- 78
- Analytics Glossary
Total reply time (avg)
Term name Total reply time (avg) Purpose Total time your customer spent waiting for replies across the entire conversation. Example use case: Understand your customers' point-of-view and use it as a…
- 1 mth ago
- 243
- Analytics Glossary
SLA warnings
Term name SLA warnings Purpose Track replies that are approaching SLA breach, but not yet in breach. This acts as a warning signal for you to attend to a conversation to prevent it from officially…
- 3 mths ago
- 50
- Analytics Glossary
SLA breach time (avg)
Term name SLA breach time (avg) Purpose Track how quickly your team reacted to an SLA breach, once triggered. Example use case: In addition to monitoring the number of breaches,…
- 4 mths ago
- 45
- Analytics Glossary
Reply time (avg)
Term name Reply time (avg) Purpose Track the average length of time a customer has to wait before they receive a reply from you. This is a customer point-of-view metric.…
- 2 wk ago
- 609
- Analytics Glossary
Replies sent
Term name Replies sent Purpose Track the volume of work produced by your teammates, focusing on replies to clients. Example use case: As a support agent,…
- 4 mths ago
- 59
- Analytics Glossary
Reopened conversations
Term name Reopened conversations Purpose Track the volume of work on previously-archived conversations. Example use case: When reopened conversations are high,…
- 4 mths ago
- 41
- Analytics Glossary
Reaction time (avg)
Term name Reaction time (avg) Purpose Track the average length of time for an action to be taken on a new conversation after a new inbound is received.…
- 1 mth ago
- 2 replies
- 114
- Lily Cartermoderator2 wk ago
- Analytics Glossary
Open at start
Term name Open at start Purpose Track work from previous periods that carried over to this period. Example use case: If your team starts each period with a high backlog of Open at start ,…
- 4 mths ago
- 65
- Analytics Glossary
Open at end
Term name Open at end Purpose Track work not yet completed at the end of the time period. Example use case: If your team ended the period with a higher backlog of Open at end than it started with…
- 4 mths ago
- 120
- Analytics Glossary
New conversations
Term name New conversations Purpose Track new work resulting from a new inbound or outbound message. Example use case: Seeing many messages, but few New conversations,…
- 4 mths ago
- 294
- Analytics Glossary
Moved out of inbox
Term name Moved out of inbox Purpose Track work being escalated or reassigned to a different inbox. Example use case: High values for Moved out of inbox can be a sign that initial messages are not…
- 2 mths ago
- 35
- Analytics Glossary
Moved into inbox
Term name Moved into inbox Purpose Track new work coming from a different inbox. Example use case: If your company has an escalation system to move messages from a Tier 1 inbox to a Tier 2 inbox,…
- 4 mths ago
- 24
- Analytics Glossary
Messages sent (excluding replies)
Term name Messages sent (excluding replies) Purpose Track the volume of work your teammates have produced by focusing on conversations they initiated. Useful in teams such as sales and customer…
- 4 mths ago
- 32
- Analytics Glossary
Messages sent
Term name Messages sent Purpose Track volume of outgoing communications. A good indicator of overall work accomplished by teammates. Example use case: Charlie is sending many more messages than…
- 2 mths ago
- 2 replies
- 271
- Jessye Levymoderator2 mths ago
- Analytics Glossary

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Analytics Glossary

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

Open at end

New conversations

Moved out of inbox

Moved into inbox

Messages sent (excluding replies)

Messages sent

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