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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…
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Message templates sent
Purpose Illustrate how often a teammate is making use of team message templates to increase efficiency. Differences in team message template usage among teammates may help to illustrate broader…
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Messages with templates
Purpose Show overall usage of shared message templates. Although not always possible for every team, a high number indicates the team’s communication motions are well-optimized.…
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Messages with SLA
Term name Messages with SLA Purpose Track messages 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 you…
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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.…
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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…
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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…
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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…
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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…
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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…
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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.…
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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…
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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:…
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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,…
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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,…
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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,…
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Touched conversations
Term name Touched conversations Purpose Measure collaboration and contribution by looking at all conversations where your teammates helped in some form,…
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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…
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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…
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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,…
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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.…
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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,…
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Reopened conversations
Term name Reopened conversations Purpose Track the volume of work on previously-archived conversations. Example use case: When reopened conversations are high,…
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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.…
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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,…