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Analytics Glossary

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Customer reply rate (%)
Purpose Illustrate whether the message sent by the teammate was interesting or useful enough to receive a reply from the customer. Definition Percentages of messages sent that received an inbound…
- 2 wk ago
- 6
- Analytics Glossary
Message templates sent
Purpose Illustrate how often a teammate is making use of message templates to increase efficiency. Differences in message template usage among teammates may help to illustrate broader productivity.…
- 2 wk ago
- 8
- Analytics Glossary
Messages with templates
Purpose Show overall usage of message templates. Although not always possible for every team, a high number indicates the team’s communication motions are well-optimized.…
- 2 wk ago
- 25
- Analytics Glossary
Messages with SLA
Term name Messages with SLA Purpose Track conversations where your team was expected to respond within an SLA. Example use case: Comparing Messages with SLA to SLA breaches gives you a sense for how…
- 1 mth ago
- 187
- Analytics Glossary
SLA achievement (%)
Term name SLA achievement (%) Purpose Track whether you are hitting your SLA goals as a team. Example use case: As a team, you agree to meet your 2-hour SLA 95% of the time.…
- 13 days ago
- 167
- Analytics Glossary
Active teammates
Term name Active teammates Purpose Track team capacity during a report period or during specific times of day. Example use case: Comparing the heatmap of messages received to active teammates can…
- 2 wk ago
- 94
- Analytics Glossary
Satisfaction score (avg)
Term name Satisfaction score (avg) Purpose Track the overall satisfaction of your customers with your product or service. For more information, refer to the CSAT guide Definition Average survey…
- 2 mths ago
- 104
- 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…
- 1 mth ago
- 273
- 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…
- 2 wk ago
- 68
- 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…
- 2 wk ago
- 32
- 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.…
- 2 wk ago
- 42
- 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…
- 2 wk ago
- 57
- 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:…
- 2 wk ago
- 41
- 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,…
- 1 mth ago
- 363
- 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,…
- 2 wk ago
- 308
- 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,…
- 2 wk ago
- 202
- 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,…
- 3 mths ago
- 262
- 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
- 630
- 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
- 89
- 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,…
- 3 mths ago
- 90
- 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.…
- 1 mth ago
- 1,381
- 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,…
- 2 wk ago
- 229
- 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,…
- 2 wk ago
- 257
- 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.…
- 2 wk ago
- 2 replies
- 351
- Lily Cartermoderator4 mths 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 ,…
- 2 wk ago
- 198
- Analytics Glossary

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Analytics Glossary

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

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