Messages sent

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.

• 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.

• Auto-replies sent by rules or vacation responders do not count as Messages sent.