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 other teammates. We should check if he covers more issues or if he could be more efficient and have less back-and-forth.

Definition

Count of all outbound messages sent over the time period of the report.

Location & attribution

• Custom report

  • Key metrics chart

  • Heatmap chart

• Customer satisfaction report

  • Customer satisfaction details table - Attributed to the teammate, contact, or account involved in the conversation.

• Message templates report

  • Message Template Details table - Attributed to the message template used. 

• Tags report

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

• Team performance report

  • Main metrics cards

  • Heatmap graph

  • Team performance table - Messages are counted for the teammate who sent it.

• Workload report

  • Key metrics chart

  • Workload over time graph

  • Busiest times heatmap

  • Workload by inbox table

• Overview report

  • Main metrics cards

  • Changes over time graph

• Conversations report

  • Inboxes table - Messages are counted for an inbox if they are sent from this inbox.

FAQ

• Auto-replies sent by rules or time off auto-responders do not count as Messages sent.