Conversations with sent messages

Term name

Conversations with sent messages

Purpose

Track workload per teammate at the conversation level. Managers can use this metric to monitor individual productivity and identify potential coaching opportunities.

Definition

Count of conversation segments where a teammate sent at least one outbound message during the report time period.

Location & attribution

• Custom report

  • Table chart

• Team performance report

  • Team performance table

FAQ

• Auto-replies sent by rules or time off auto-responders are not counted in this metric.

• If multiple teammates sent a message in the same conversation over the time period of the report, the conversation will be counted once for each teammate.