Messages sent

Term name 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.

Definition Count of all outbound messages sent over the time period of the report.
Location & attribution
  • 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
    • Teammates 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.
  • Customer experience report
    • Customers table - A message is counted for a contact if one of the recipients was this contact.
  • Auto-replies sent by rules or vacation responders do not count as Messages sent.
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