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, Charlie’s workload is best measured by Replies sent, as he would be generally replying to inquiries instead of proactively starting new conversations with customers.

Definition

Count of all replies sent over the time period of the report. A reply is an outbound message sent as a reply to an inbound message.

Location & attribution

• Team Performance report

  • Team Performance table - Replies are counted for the teammate who sent the reply.

• Message Templates report

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

FAQ

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

• If multiple replies are sent to an inbound message, all the replies are counted in the metric.