Analytics Glossary

Purpose Show overall usage of shared message templates. Although not always possible for every team, a high number indicates the team’s communication ...

Purpose Illustrate whether the message sent by the teammate was interesting or useful enough to receive a reply from the customer. Definition Percenta...

Term name Reopened conversations Purpose Track the volume of work on previously-archived conversations.    Example use case: When reopened conversatio...

Term name Archived with reply Purpose Track handled conversations that required interaction with your customers, as opposed to conversations that were...

Term name Archived conversations Purpose Track conversations that were handled during the time period of the report and required no more actions at th...