Agent reply rate (%)

Term name

Agent reply rate (%)

Purpose

Track the percentage of agent-involved conversations where an agent sent a reply.

Definition

Percentage of conversations with at least one outbound reply sent by an agent out of all agent-involved conversations during the selected time period.

Location & attribution

• Agents report

  • Key metrics chart

  • Agents over time chart

  • Agent details table

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart

FAQ

n/a