Messages with reply time goal OR Messages with resolution time goal (previously Messages with SLA)
Purpose
Messages with reply time goal: Track how many messages had a reply time goal applied.
Messages with resolution time goal: Track how many conversations had a resolution time goal applied.
Example use case: Comparing Messages with time goal to Overdue time goals gives you a sense for how you are performing on your time goals. In addition, if you have a small number of Messages with time goal, you may want to consider adding more time goal rules to cover additional cases.
Definition
Number of messages that met time goal rule conditions this period. This includes all messages that triggered time goal rules, including those that did and did not end up overdue at end.
To calculate this metric based on a full events export: count the number of untag events where the removed tag was 'SLA Applies'.
Messages with time goal is recorded at the time the time goal rule expires. For example, if I receive a message on Monday, and I have a 24 hour time goal rule, the Messages with time goal would be recorded on Tuesday, alongside any breach that occurred. This allows you to compare Overdue time goal accurately to Messages with time goal.
The Messages with time goal metric counts every inbound message, except for conversations where multiple inbounds are received before you can send an outbound reply.
For example, if I have an time goal rule where the scope is limited to the Customer Success inbox, every inbound message to the Customer Success inbox would count for Messages with time goal. However, if a conversation received two inbounds before the goal timer resets, only the first inbound is counted in the metric.
The goal of the metric is to track all messages that are covered by the time goal, regardless if the conversation reached at risk or overdue.
