Messages sent

Term name Messages sent
Purpose

Track volume of outgoing communications. A good indicator of overall work accomplished by teammates.

 

Example use case: Charlie is sending many more messages than other teammates. We should check if he covers more issues or if he could be more efficient and have less back-and-forth.

Definition Count of all outbound messages sent over the time period of the report.
Location & attribution
  • Overview report
    • Main Metrics cards
    • Changes Over Time graph
  • Conversations report
    • Inboxes table.  Message are counted for an inbox if they are sent from this inbox.
  • Team Performance report
    • Main Metrics cards
    • Heatmap graph
    • Team Performance table - Message are counted for the teammate who sent it.
  • Tags report
    • Tag Details table - A message is counted for a tag if currently labeled with the tag.
  • Message Templates report
    • Message Template Details table - Attributed to the message template used. 
  • Customer Satisfaction report
    • Contacts table - Attributed to the contact(s) involved in the conversation.
    • Accounts table - Attributed to the account(s) involved in the conversation.
FAQ
  • Auto-replies sent by rules or vacation responders do not count as Messages sent.
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  • Not sure how you are really measuring this but on our report, I see data for previous teammates who are no longer working for us. The time period was set to 05/01/2021 - 05/22/2021 and have not worked for the account for the past 3 months shows that they "sent messages". 

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  • Hi Irene! We're happy to help take a look into it. Please email us at support@frontapp.com and we can work with you to see what data is pulling into your analytics report.

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