Term name

Moved into inbox

Purpose

Track new work coming from a different inbox.

Example use case: If your company has an escalation system to move messages from a Tier 1 inbox to a Tier 2 inbox, looking at how many messages were moved into Tier 2 can give insight into your team's escalation process.

Definition

Count of conversation segments that were moved, while open, into an inbox during the time period of the report.

Location & attribution

• Conversations report

  • Inboxes table - Conversations segments are counted for an inbox if they moved into that inbox.

FAQ

• This metric includes both manual moves and automatic moves made by rules

• When a teammate filter is applied to the Conversations report, conversations will be counted if the teammate took any action (sent a message, commented, etc.) over the course of the conversation.