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Analytics Glossary

Messages with templates
Purpose Show overall usage of shared message templates. Although not always possible for every team, a high number indicates the team’s communication ...
Customer reply rate (%)
Purpose Illustrate whether the message sent by the teammate was interesting or useful enough to receive a reply from the customer. Definition Percenta...
Reopened conversations
Term name Reopened conversations Purpose Track the volume of work on previously-archived conversations.    Example use case: When reopened conversatio...
Archived with reply
Term name Archived with reply Purpose Track handled conversations that required interaction with your customers, as opposed to conversations that were...
Archived conversations
Term name Archived conversations Purpose Track conversations that were handled during the time period of the report and required no more actions at th...
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