Touched conversations

Term name

Touched conversations

Purpose

Measure collaboration and contribution by looking at all conversations where your teammates helped in some form, without narrowing your focus to just replies sent.

Example use case: Use the Touched conversations metric to understand which teammates are positively impacting your team by contributing actions other than direct replies.

Definition

Count of conversation segments where a teammate acted on a conversation (send outbound message, comment, archive, snooze, move to an inbox, assign, etc.) either themselves or through individual (personal) rules.

Location & attribution

• Team Performance report

  • Team Performance table - Attributed to teammate who performed one of the actions listed in the definition above.

FAQ

• Teammates assigned a conversation through rules are not counted as having touched a conversation