Term name

Archived without reply

Purpose

Track handled conversations that did not require an interaction with your customers.

Example use case: Check what portion of inquiries don’t require  further communication from your team and try to automate archiving with rules to limit clutter.

Definition

Count of inbound and outbound conversation segments that were archived or snoozed during the time period of the report, are still archived at the end of the time period of the report, and had no reply sent.

Location & attribution

• Conversations report

  • Conversation Flows chart - Named Unreplied to → Closed workload in this chart.

  • Inboxes table - A conversation is counted for an inbox if the archive event happened in that inbox.

FAQ

• Auto-replies do not count as a reply.