Messages received

Term name

Messages received

Purpose

Track volume of incoming communications. Is especially useful if the number of messages per conversation varies widely.

Example use case: The team is getting swamped because we are receiving 130 more messages than last week, and we need to add new teammates to help.

Definition

Count of all inbound messages received over the time period of the report. 

Location & attribution

• Workload report

  • Key metrics chart

  • Workload over time graph

  • Busiest times heatmap

  • Workload by inbox table

• Team performance report

  • Heatmap graph

• Tags report

  • Tag Details table - A conversation is counted for a tag if currently labeled with the tag

• Customer satisfaction report

  • Contacts table - Attributed to the contact(s) involved in the conversation

  • Accounts table - Attributed to the account(s) involved in the conversation

• Overview report

  • Main Metrics cards

  • Changes Over Time graph

• Conversations report

  • Inboxes table - Message are counted for an inbox if they arrive in this inbox

FAQ

• Messages arriving in multiple inboxes are counted once if you have the default shared inbox behavior, but are counted separately if you have set to keep actions separate in shared inboxes.

• Messages received from automatic responses are included. e.g. time off auto-responders, auto-replies.

• Messages are attributed to inboxes at the time when they are sent or received. Moving a conversation from inbox A to B does not affect the count of messages that happened in A before the move.