Moved out of inbox

Term name

Moved out of inbox

Purpose

Track work being escalated or reassigned to a different inbox.

Example use case: High values for Moved out of inbox can be a sign that initial messages are not being routed correctly, or that too many messages are being escalated.

Definition

Count of conversation segments that were moved, while open, out of an inbox during the time period of the report.

Location & attribution

• Conversations report

  • Inboxes table - Conversations segments are counted for an inbox if they moved out of that inbox.

FAQ

• This metric includes both manual moves and automatic moves made by rules

• When a teammate filter is applied to the Conversations report, conversations will be counted if the teammate took any action (sent a message, commented, etc.) over the course of the conversation.