Term name Conversation segments Purpose Creates segmentation for long conversations. It is especially useful for channels such as chat or SMS, where c...

Purpose Illustrate how often a teammate is making use of team  message templates to increase efficiency. Differences in team message template usage a...

Term name Reopened conversations Purpose Track the volume of work on previously-archived conversations.    Example use case: When reopened conversatio...

Term name Archived conversations Purpose Track conversations that were handled during the time period of the report and required no more actions at th...

Term name Archived with reply Purpose Track handled conversations that required interaction with your customers, as opposed to conversations that were...

Purpose Illustrate whether the message sent by the teammate was interesting or useful enough to receive a reply from the customer. Definition Percenta...

Purpose Show overall usage of shared message templates. Although not always possible for every team, a high number indicates the team’s communication ...

Term name SLA achievement (%) Purpose Track whether you are hitting your SLA goals as a team.   Example use case: As a team, you agree to meet your 2-...

Term name Messages with SLA Purpose Track messages where your team was expected to respond within an SLA.   Example use case: Comparing Messages with...

Term name Active teammates Purpose Track team capacity during a report period or during specific times of day.   Example use case: Comparing the heatm...

Term name Satisfaction score (avg) Purpose Track the overall satisfaction of your customers with your product or service. For more information, refer ...

Term name Satisfaction score (%) Purpose Track the overall satisfaction of your customers with your product or service. For more information, refer to...

Term name Conversations with tag changes Purpose Track specific processes where tags are not there to stay, similar to SLA breaches.   Example use cas...

Term name Removed this period Purpose Track specific processes where tags are not there to stay, similar to SLA breaches.   Example use case:  Your te...

Term name Tag duration (avg) Purpose Track specific processes where tags are not there to stay, similar to SLA breaches.   Example use case:  Your tea...

Term name Added this period Purpose Track specific processes where tags are not there to stay, similar to SLA breaches.   Example use case:  Your team...

Term name SLA breaches Purpose Track conversations where you were too slow in getting back to your customers.   Example use case: Check how often brea...

Term name Conversations in breach at end Purpose Track how many conversations are still in SLA breach at the end of the time period of a report.   Exa...

Term name Reaction time (avg) Purpose Track the average length of time for an action to be taken on a new conversation after a new inbound is received...

Term name New workload Purpose Track new workload to be tackled.   Example use case: See additional conversations that required attention each day, wh...

Term name SLA breach time (avg) Purpose Track how quickly your team reacted to an SLA breach, once triggered.   Example use case: In addition to monit...

Term name Open at end Purpose Track work not yet completed at the end of the time period.   Example use case: If your team ended the period with a hig...

Term name Open at start Purpose Track work from previous periods that carried over to this period.   Example use case: If your team starts each period...

Term name New conversations Purpose Track new work resulting from a new inbound or outbound message.   Example use case: Seeing many messages, but few...

Term name First reaction time (avg) Purpose Track the average length of time for the first action on a new conversation. This is a useful metric if yo...

Term name Moved into inbox Purpose Track new work coming from a different inbox.   Example use case: If your company has an escalation system to move ...

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 ...

Term name Reply time (avg) Purpose Track the average length of time a customer has to wait before they receive a reply from you. This is a customer po...

Term name SLA warnings Purpose Track replies that are approaching SLA breach, but not yet in breach. This acts as a warning signal for you to attend t...

Term name Conversations tagged % Purpose Track how impactful a certain tag is. Tags can represent anything you need them to.   Example use case: Creat...

Term name Messages sent Purpose Track volume of outgoing communications. A good indicator of overall work accomplished by teammates.   Example use cas...

Term name Messages received Purpose Track volume of incoming communications. Is especially useful if the number of messages per conversation varies wi...

Term name First reply time (avg) Purpose Track the average length of time a customer has to wait initially before they receive a reply from you.  This...

Term name Conversations tagged Purpose Track the volume of conversations in which any activity occurred.    Example use case: Spot unusual volumes and...

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 a...

Term name Total reply time (avg) Purpose Total time your customer spent waiting for replies across the entire conversation.    Example use case: Under...

Term name Messages sent (excluding replies) Purpose Track the volume of work your teammates have produced by focusing on conversations they initiated....

Term name Touched conversations Purpose Measure collaboration and contribution by looking at all conversations where your teammates helped in some for...

Term name Closed workload Purpose Track workload that has been completed.   Example use case: See all conversations where attention is no longer requi...

Term name Handle time (avg) Purpose Track the amount of time spent crafting a response. This is an internal/productivity point-of-view metric focused ...

Term name Active conversations Purpose Track the volume of conversations in which any activity occurred.    Example use case: Spot unusual volumes and...

Term name Archived without reply Purpose Track handled conversations that did not require an interaction with your customers.   Example use case: Chec...

Term name Assigned conversations Purpose Measure the amount of work owned by a specific teammate.    Example use case: Easily see who has too much on ...