Replies sent

Term name Replies sent

Track the volume of work produced by your teammates, focusing on replies to clients.


Example use case: As a support agent, Charlie’s workload is best measured by Replies sent, as he would be generally replying to inquiries instead of proactively starting new conversations with customers.

Definition Count of all replies sent over the time period of the report. A reply is an outbound message sent as a reply to an inbound message.
Location & attribution
  • Auto-replies sent by rules or vacation responders do not count as replies sent.