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 time off auto-responders do not count as Messages sent.